Contact Center Project Manager

Lead Contact Center Project Manager

A well-known Financial Services Company is looking for a Lead Contact Center Project Manager in Charlotte, NC (Hybrid). Work with the brightest minds at one of the largest financial institutions in the world. This is a long-term contract opportunity that includes a competitive benefit package! Our client has been around for over 150 years and is continuously innovating in today's digital age. If you want to work for a company that is not only a household name, but also truly cares about satisfying customers' financial needs and helping people succeed financially, apply today. Contract Duration : 12 Months + extensions, intent to convert to FTE

Required Skills & Experience

7+ years of Project Management experience, or equivalent demonstrated through one or a combination of the following : work or consulting experience, training, military experience, education.

Extensive experience in project management, change delivery, and change management within the financial services industry.

Strong understanding of contact center operations and consumer banking.

Proven ability to manage projects using both Waterfall and Agile methodologies.

Experience with cloud platform migrations, especially involving customer service agents (preferred).

Familiarity with technology integrations impacting agent performance and scheduling.

Ability to work in a fast-paced, high-stakes environment with shifting priorities.

Desired Skills & Experience

Experience with Monday.com or similar project management tools.

Understanding of cloud technologies and their impact on contact center functionality.

What You Will Be Doing

Consult as an expert to develop or influence initiatives and resources for highly complex business and technical needs across Project Management.

Consult on the strategy and resolution of highly complex and unique challenges requiring in-depth evaluation across multiple areas, delivering solutions that are long-term, large-scale and require vision, creativity, innovation, and advanced analytical and inductive thinking.

Provide expertise to client senior leadership on innovative Project Management business solutions.

Strategically engage with client personnel.

Lead end-to-end delivery of wave migrations, from discovery and development through deployment.

Collaborate with business unit leaders and contact center partners to ensure successful migration and adoption.

Influence executive stakeholders to prioritize and support migration efforts.

Coordinate with a team of 16 project managers, ensuring alignment and shared learnings across the initiative.

Manage complex scheduling demands, including potential overtime and on-site presence during critical migration phases.

Drive change management and delivery strategies tailored to contact center operations and cloud platform transitions.

Oversee integration of technologies such as IVR systems and agent scheduling tools.

You Will Receive The Following Benefits :

Medical Insurance - Four medical plans to choose from for you and your family

Dental & Orthodontia Benefits

Vision Benefits

Health Savings Account (HSA)

Health and Dependent Care Flexible Spending Accounts

Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance

Hospital Indemnity Insurance

401(k) including match with pre and post-tax options

Paid Sick Time Leave

Legal and Identity Protection Plans

Pre-tax Commuter Benefit

529 College Saver Plan

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP's Employment Accommodation policy. Applicants need to make their needs known in advance.