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Project Manager - Contact Center

Location: Toronto, Ontario
Job # 2041427
Date Posted: 03-14-2013

Project Manager - Contact Center


Team: Project Management Office

Position Objective:
Responsible for the delivery of Contact Center solution at the customer site. The Project Manager must understand the needs of the customer business requirements, offer and co-ordinate appropriate solutions, and deliver the project on schedule, within budget and with the quality required by Bell and the customer.

Customer relationship

  • Develop customer proposals including services estimates and hardware and software costs
  • Define workable billing schedule and acceptance criteria and work with customer to gain project acceptance
  • Manage project changes using the Change Request process
  • Initiate billing requests with appropriate supporting documentation signed by the customer
  • Work with the Account Manager, be alert for new business opportunities and close with project evaluations and change requests

Project leadership

  • Articulate the project strategy at the milestone #1, including content, risks, test and contract terms
  • Define project risks and mitigation plan
  • Convene the Project Management Office (PMO) for review and approval of the business opportunity
  • Determine with Technical Leader what deliverables are required from the PMO methodology for a particular project
  • Articulate technical skills required for project and assist with defining team makeup
  • Develop standard Project Management deliverables including Statement of Work and Project Plan
  • Lead the project team through regular team meetings to track status, assess assignments and manage risks and change
  • Work with the PMO Coordinator to define MS review dates for project
  • Ensure that all solution deliverables meet the standards set by Quality Assurance
  • Present project recommendations at Project Review Forum ensuring quality, schedule and costs are understood and within acceptable levels
  • Ensure appropriate contracts in place with customer and partners
  • Ensure inclusion of appropriate groups (e.g. Customer Service) at key points in project

Financial analysis

  • Define the project margin and expenses and contribute to analysis arriving at best business case
  • Update the project actuals and effort to completion (monthly)

Key Skills:

  • Ability to synthesize project strategy, tasks, resource requirements
  • Leadership to interact with client and internal team to keep project on track
  • Knowledge of telephony and communication networks

Bell has a diverse workforce and is an equal opportunity employer.

Etienne Malouin
Senior Resource Manager
Bell Business Markets/Professional Services (CRMO)
Ottawa, Ontario

Tel: (613)785-2314
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