STATEMENT OF PURPOSE: The Contact Center Special Projects Manager focuses on planning, coordinating, and executing non-routine, high-impact initiatives that improve customer support, technology, or efficiency. This position acts as a bridge between strategic leadership and day-to-day operations, leading specific initiatives to improve customer experience and efficiency.

KEY RESPONSIBILITIES:
• Project Leadership: Leading the planning and execution of contact center transformations, such as implementing new systems (IVR, CRM, WFM) or upgrading infrastructure.
• Performance Optimization: Identifies skill gaps and recommends process improvements to increase the effectiveness of existing workflows, protocols, and efficiency metrics (e.g., AHT, Service Level, Occupancy Rate, etc.)
• Other projects and duties as assigned by the Chief Business Strategy Officer and/or Vice President, Contact Center Operations.

Key Qualifications
• Bachelor's degree in Business, Management, or a related field (or equivalent experience) or minimum of 5 years of contact center leadership or operations experience.
• Proven experience managing contact center contracts and SLAs.
• Strong coaching, leadership, and employee development skills.
• Excellent communication, training, and stakeholder management skills.
• Strong analytical and documentation skills.