About the Project and Continuous Improvement Leader position

We are looking for a reliable Project and Continuous Improvement Leader who will manage our key client projects. Your duties will include delivering every project on time within budget and scope.

You should have a background in business, management or budgeting and possess strong analytical and team building skills. We expect you to be able to get the best out of the people and projects that they oversee.

New Client implementation will require tracking and gathering of business rules and requirements, documenting processes, coordinating systems setup and testing, and all other internal business initiatives from project commencements through go-live. Interact as the project's point of contact for the Call Center operations team and internal resources while leading client consultations during the project setup phase. Consults, identifies, and recommends best practice scenarios gathering the essential requirements used to set up and onboard new clients. Acquires, defines, and executes project plans, scope, activities, schedules, and deliverables. Manages Client queries to ensure appropriate internal departments have ample notice and communication on the project. Supports clients from launch to steady-state while assisting with issues, problems, concerns, and call center activities, ensuring resolution. Conducts project closure activities to formalize and communicate the project acceptance, handover documentation, and ongoing activities to accountable teams and complete a post-implementation review to identify areas of improvement. Analyze and develop strategies for improvements that align with the customer's needs, and act on those plans to drive value through team collaboration.

New Product implementation improves satisfaction and growth through new technologies within the Contact Center Operations. Develop and maintain relationships with key stakeholders to ensure the delivery of goals and objectives. Document best practices, use cases, value propositions, and other key learnings to help grow and scale the business. Independently and collaboratively drive communication and coordinate training for product adoption. Manage internal tasks and ensure activities are updated, and deadlines met. Proactively partner cross-functionally with Sales, IT, HR, Operations, and Executive team members to address needs that support growth.

Continuous improvement standardization responsibilities include tracking business process documentation activities, including storying structure, accessibility, and updates of operational excellence and best practices across all Contact Center Operations areas. The end-purpose of this function is to maintain the accuracy, relevance, and accessibility of internal processes and structures that help improve call center efficiencies, profitability, and overall internal and external customer experience. Continually re-evaluate processes and develop plans for re-implementation, maintenance, and follow-up. Proactively help identify opportunities for the call center and scope/launch/execute projects to capture the opportunities. Work collaboratively with business leaders to support and challenge the status-quo in direction setting, prioritization, and delivery of activities across call center functions, including improvement projects delivering value to the organization.

Project and Continuous Improvement Leader requirements are:


  • Five years-experience leading projects and continuous improvement initiatives in call centers environment.
  • Excellent time management and organizational skills.
  • Strong verbal and written communication skills that foster strong relations while being able to reach agreements and gain buy-in.
  • Problem-solve and manage conflicts timely.
  • Interact effectively with executive-level clients and internal departments.
  • Track progress on all deliverables across teams and provide ongoing and timely reporting of open projects and their respective timelines.
  • Additional certification such as PMP or Blackbelt will be a bonus