Project Manager – Contact Center Innovation and Technology Operations
Panama City Provincia de Panamá Panama
hace 5 días

What’s the role :

The Project Manager Contact Center Innovation and Technology Operations will be responsible for leading, managing and transforming day-to-day and new technology platform and operations change requests into projects that can be tracked and managed end-to-end.

This role will serve as a liaison for a wide range of operational projects and activities varying in scale, ensuring tactical and timely execution of all deliverables.

Knowledge & Experience

  • Bachelor’s Degree in IT, Business, Project Management or Telecommunications.
  • Master’s degree considered an asset.
  • PMIs PMP or PgMP highly desirable.
  • Agile Project Management and Six Sigma (Green Belt +) certification or training are considered key assets.
  • Who We Are

    We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica.

    We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region.

    Why join us

    Technology excites us enables us and drives us. We re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers lives with technology so that they can connect, work, live and play without missing beat.

    Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

    Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy / childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and / or local laws.

    What you’ll do :

  • Lead the conception, scope definition, and execution of various types of strategic and operational business transformation initiatives, ranging from Process Improvement to corporate and operational strategy.
  • Deliver fully scoped and granular-detailed Project Plans, covering all stages and sub-stages of the project lifecycle (Initiate, Planning, Execution, Monitoring and Control, Closing) and considering all dependencies, impacts and potential risks to the project.
  • In Agile Projects, facilitate the ceremonies for planning, stand-ups, reviews, and retrospectives with team and Product Owner, helping to organize and lead the backlog grooming sessions and be able to conduct remedial training if necessary.
  • Anticipate bottlenecks, provide management escalation, project prioritization, make trade-offs, balance the business needs versus technical constraints regarding Contact Center projects by utilizing business intelligence (BI) data, tools and techniques.
  • Performs financial oversight, analysis, management, and cost control for projects.
  • Ensure a seamless transition from project implementation to the business, avoiding disruption that can impact the business operations or customers.
  • Coordinate’s meetings to review project plan, project deliverables and expectations as well as plan and re-strategize as needed.
  • Provide status reporting regarding project milestones, deliverables, dependencies, risks, issues, and success metrics, communicating across all organizational levels, including leadership.
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