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Detail-oriented and strategic **Operations Project Manager** to oversee the planning, execution, and delivery of key projects within our call center operations.
The PM will be responsible for planning, coordinating, and implementing projects that enhance operational efficiency, improve customer experience, and achieve organizational objectives.
This role requires excellent leadership, communication, and problem-solving skills, along with a deep understanding of call center operations and project management best practices.
**DUTIES, RESPONSIBILITIES AND STRATEGIES TO DEVELOP**
1. Project Planning and Execution:
- Develop comprehensive project plans, timelines, and budgets for call center initiatives.
- Coordinate cross-functional teams, including operations, IT, training, and quality assurance, to achieve project goals.
- Allocate resources effectively to achieve project objectives.
2. Leadership:
- Lead and motivate cross-functional teams, including supervisors, agents, and support staff.
- Assign tasks and monitor progress to ensure deadlines are met.
- Provide clear direction and resolve any team-related challenges.
3. Stakeholder Management:
- Act as the main point of contact for project stakeholders, including clients and senior management.
- Provide regular updates on project progress, risks, and mitigation strategies.
- Gather feedback and ensure alignment with client and organizational needs.
4. Process Optimization:
- Analyze current call center processes and identify areas for improvement.
- Implement strategies to enhance efficiency, productivity, and customer satisfaction.
- Ensure compliance with company policies and industry regulations.
5. Risk Management:
- Identify potential risks and develop contingency plans.




- Monitor project risks and implement mitigation strategies as needed.
6. Performance Monitoring:
- Track and analyze project performance using metrics and reporting tools.
- Conduct post-project evaluations to identify lessons learned and areas for future improvement.
**SKILLS AND KNOWLEDGE QUALIFICATIONS**
- 100% bilingual English-Spanish.
Excelent communication skills in English, able to create presentations, boards, documents, writen processes and procedures in English, and present them.
- Bachelor's degree in Business Administration, Management, or a related field.
- 3+ years of experience in project management, preferably in a call center or customer service environment.
- Project Management Professional (PMP) certification is a plus.
- Strong knowledge of call center operations, including workforce management, quality assurance, and performance metrics.
- Proficiency in project management software (e.g., Microsoft Project, Jira, or Trello).
- Excellent problem-solving, organizational, and leadership skills.
- Exceptional communication and interpersonal abilities.
- Strong analytical skills and attention to detail.
- Ability to manage multiple projects simultaneously under tight deadlines.
- Proactive mindset with a focus on continuous improvement.
- Proven ability to adapt to dynamic environments and handle challenging situations effectively.
Tipo de puesto: Jornada completa
Sueldo: $27,****** - $32,****** al mes
Beneficios:
- Caja de ahorro
- Estacionamiento gratuito
- Seguro de gastos médicos mayores
- Seguro de vida
Pago complementario:
- Bono de permanencia
Tipo de jornada:
- Lunes a viernes
- Turno de 10 horas
Experiência:
- Project Management: 3 años (Obligatorio)
Idioma:
- Inglés (Obligatorio)
Lugar de trabajo: Empleo presencial
Fecha de inicio prevista: 04/02/2025

📌 Project Manager Bilingue (Heroica Puebla de Zaragoza)
🏢 GGA Solutions
📍 Heroica Puebla de Zaragoza