Senior Project Manager - Contact Centre

Senior Project Manager - HR CRM

Location: Sydney
Start Date: Sept/Oct - 3 days in the office
Employment Type: Ongoing contract

EthosBC, in partnership with our key client, is seeking a highly experienced Senior Project Manager with expertise to lead the successful implementation of a new contact centre system.
This role is business-focused, requiring strong leadership in contact centre transformation, stakeholder engagement, and strategic planning and delivery.

Key Responsibilities:

• Lead the business implementation of a new contact centre system, ensuring it aligns with the business and tochonology processes strategies.
• Oversee project planning, execution, governance, and stakeholder management, ensuring business objectives are met.
• Partner with technology, the vendor, and senior business leaders to drive process improvements and system adoption.
• Mitigate risks, manage expectations, and lead change management initiatives to ensure a smooth transition.

Ideal Candidate Profile:

• 10+ years of end-to-end Senior Project Management experience, with a strong background contact centre system implementations.
• Prior experience in understanding contact centre system workflows.
• Proven ability to lead cross-functional business teams and implement large-scale operational changes.
• Strong stakeholder management and communication skills, able to engage effectively with technology leaders, executives, and commerical business units.
• Ability to translate business needs into project deliverables, ensuring that technology serves business goals rather than driving the project.
• Skilled in budgeting, timeline management, and risk mitigation within a business context.

Due to the nature of this project, prior experience in contact centre systems is mandatory. Candidates with expertise in financial services will be highly regarded.

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