Job Description

Contact Center Project Manager
Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.

We have 15-years’ experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

RingCentral is the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.

We’re a $1.5 billion company that’s growing at 30+% annually and we’re expanding our Global Service and Support (GSS) Team to make sure we stay ahead of the competition.

Acquire BPO is currently looking for CC Project Manager to support us, RingCentral:
The Contact Center Project Manager at RingCentral will play a key role in helping RingCentral’s strategic goals in growing the value and adoption of the suite of RingCentral products and services. Provides quality of service to customers by ensuring that the full benefits of the proposed solutions are being delivered to them. The Contact
Center Project Manager are responsible in all technical aspects of project implementation and project management done with RingCentral standards and agreed timelines.
To succeed in this role, you must have experience in:

• Fulfill on quarterly Revenue Targets and Forecasts.
• Focuses on project management, guiding customers through their transformation to the cloud based on project requirements.
• The responsibilities include the management and completion of projects within budget, time and scope. • Oversees the execution and completion of technology solutions projects in the professional services arena.
• Manages people who lead projects supporting the company-client relationship, ensuring customer satisfaction.
• Monitors project completion from initiation through delivery to meet revenue and cost projections. • Serves as mediator to internal issues and conflicting priorities for members of cross-functional teams focused on the delivery of new or existing solutions to clients. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
• Manage the implementation remotely (over the phone) in a wide array of configurations and customer environments.
• Lead customers through all phases of implementation.
• Manage the execution of multiple, simultaneous implementation projects; effectively communicate plans, progress and status both internally and to the customer.
• Providing technical architecture leadership, analysis, design, development, and enhancement. • Create schedules for rollouts of multiple locations.
• Overcome project and task management stumbling blocks and hurdles to keep projects on track. • Break projects and tasks down to manageable pieces.
• Develop accurate and realistic performance and time estimates.
• Manage multiple projects without losing effectiveness and losing your sanity.
• Manage projects and still make time for daily work responsibilities, ie: Time tracking, project status updates, closure activities.
• Performs tasks or duties that may be assigned by the superior from time to time.
• Become a personal driver of RingCentral initiatives current and future.
• Responsible for reporting daily, weekly and monthly on project status.
• Working with clients to gather information and set up porting from their existing carriers to RingCentral. • Monitor projects to ensure we are meeting customer expectations for delivery.
• Track project performance, specifically to analyze the successful completion of short- and long-term goals. • Develop project plans to be shared with clients as well as other staff members.
• Plan and monitor adherence to project schedules.
• Prepare reports for upper management regarding status of the project.
• Work directly with clients to ensure deliverables fall within the applicable budget, time and scope. • Coordinate with other departments to ensure all aspects of each project are delivered as expected. • Expected to manage the relationship with the client and all stakeholders, as well as all the changes in project scope, schedule and costs.
• Perform other duties as assigned. Serving as a resource to content creators on other teams • Staying abreast of platform changes and updating documentation as needed
• Creating content (including content design, technical writing, and media/asset creation) • Participating in meetings as needed to share editorial expertise

Desired Qualifications:

• Strong background of the contact center platform and tools (e.g. InContact, Five9, Studio) • Experience working with RingCentral products (a must)
• Strong technical understanding of the RingCentral solution portfolio
• Experience in handling Unified Communications platform
• Experience with porting telephone numbers (preferred)
• Strong and effective customer communication skills.
• Experience working with Salesforce.com
• Must possess strong analytical skills with the ability to identify, analyze, interpret and solve both practical as well as highly complex problems.
• Must possess excellent computer skills including extensive spreadsheet knowledge, and word processing. • Windows based software and Excel required. Experience in Microsoft Word, Excel, PowerPoint, and MS Project preferred.
• High levels empathy; excellent soft skills and customer service best practices
• Able to pick up and retain a wide breadth of knowledge
• Consistent follow through and ability to hit deadlines
• Exceptional prioritization skills
• Agile and adaptable; able to handle a fast-changing landscape and think on your toes • Self-motivated, driving projects to completion,
• Ability to maintain a high level of confidentiality and professionalism
• Certified Project Management skills are desired

What we offer:
We offer all the work/life benefits you could ever want, (and none of the micromanagement.)

• 
  Flexible work arrangement (Hyrbid Set Up)
• 
  Comprehensive HMO package (medical and dental)
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  Personal Time Off Leaves
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  Quarterly Performance Bonus
• 
  Employee Assistance and Wellness Programs

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