Supports customers from AI/HR product trials and onboarding through adoption, continued use, and renewals, translating HR challenges into practical settings and workflow proposals.
About this role
This project manager role sits in the AI SaaS/AI technology organization and leads new CX BPO engagements. It converts client requirements into a contact-center operating model, from initial design and launch through scaled delivery, while coordinating operators and supervisory staff.
Work includes defining scope, SLA and KPI measures; mapping workflows; creating exception rules, talk scripts, FAQs and manuals; and supporting CTI/CRM setup and testing. After launch, the role manages shifts, escalations, KPI/SLA improvement and client reporting, and leads operator recruitment, interviews and training.
Applicants need at least two years as a contact-center SV or leader, including operator coaching, shift management, escalation handling and KPI management. They also need BPO process-design experience; client requirements, workflow or system design; documentation; operator hiring and training; and development or management of SVs or leaders.
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