Project Manager – Call Center

Project Manager – Call Center & Payments About the Role: We are seeking an experienced Project Manager with a strong background in call center operations , payment products , and CRM systems (HubSpot required) to support a strategic client engagement. This role involves leading a full assessment and enhancement of the client's customer service infrastructure , including IVR system optimization , agent enablement and back-office compliance support processes to support complex financial products and interactions. The successful candidate will be responsible for improving customer experience and operational efficiency by leveraging AI-enhanced IVR capabilities , improving HubSpot workflows , and creating scalable agent scripts and support protocols . Key Responsibilities: Lead discovery and assessment of the client's call center capabilities , HubSpot CRM configuration , back-office compliance queues , and product-specific workflows. Quick migration of 6-8 digital banking / payments programs needs to be migrated to Lean ASAP – each with its own IVR, customer service protocols, Q&A’s, etc. In addition some back-office compliance functions also need to be outsourced to Lean. Collaborate with stakeholders to evaluate and optimize the end-to-end customer journey across channels supported by HubSpot, including call center, email, and in-app messaging. Leverage Lean’s IVR and AI capabilities to design and implement improvements that enhance containment rates , reduce handle time, and increase first-call resolution. Utilize HubSpot to: Align ticketing , workflow automations , and pipeline tracking with support team activities. Streamline the agent experience with well-structured knowledge bases, CRM views, and reporting dashboards. Ensure product support interactions are captured and tracked effectively. Create, test, and deploy call scripts , agent protocols , and standard operating procedures across products, including: Debit cards Bill pays Push-to-bank account transfers Earned wage access (EWA) Partner with compliance operations to optimize support for flagged enrollments, transactions and back-office escalation paths. Monitor and report on project milestones, KPIs, and outcomes across internal and client teams. Support change management , agent onboarding , and post-implementation QA to ensure sustainable process adoption. Must be able to work in fast-paced environment and begin delivering quick hits / wins ASAP as the customer service migration needs to begin without the entire plane being finalized. Qualifications: 5+ years of experience in project management within the call center , payments , or financial services industry. Proven experience working with multiple applications including: HubSpot CRM Workflow automation Ticketing and support pipelines Knowledge base and agent enablement tools Integration with voice/IVR or customer engagement platforms Deep understanding of IVR optimization , particularly using AI or natural language processing (NLP) to improve containment and routing. Deep understanding with IVR systems or similar tools Knowledge of compliance , back-office support , and escalation management within financial operations. Excellent stakeholder communication skills; able to manage expectations across operations, technical, and executive teams. PMP, Six Sigma, or other certifications a plus. Desired Competencies: Strategic thinker with a focus on customer experience and scalable operations. Highly organized and comfortable working with multiple stakeholders and competing priorities. Strong documentation and project tracking skills (e.g., Jira, Asana, Trello, Confluence). Ability to translate business goals into operational processes and technical requirements. Reports To: Director of Client Operations / VP of Customer Experience Seniority level Mid-Senior level Employment type Full-time Job function Project Management and Customer Service Industries Technology, Information and Internet and Outsourcing and Offshoring Consulting We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr