Project Manager

8 hours ago

Mandaluyong City, National Capital Region, Philippines Five9 Philippines Inc. Full time ₱80,000 - ₱120,000 per year

Key Responsibilities:

  • Lead and manage all day-to-day operational and tactical aspects of multiple implementation projects.

  • Creating Project Plans

  • Eliciting and defining Customer requirements
  • Effectively communicate plans, progress and status updates to both internal staff and customer stakeholders.
  • Collaborate with associated project managers and partners to ensure a streamlined implementation of all products.
  • Continually seek opportunities to increase customer satisfaction through vendor relationships and available tools.
  • Maintain and update all internal applications associated with projects.
  • Identify project risks and implement appropriate mitigation plans.
  • Interact effectively at all levels of the client organization.
  • Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
  • Maintain and update all internal applications associated with implementation projects.
  • Articulate the value of Five9's Professional Services through presentations, demonstrations and open discussion with customers
  • Learn Five9 and PS values and actively apply them to projects and process improvement initiatives.
  • Handle and de-escalate client and sales escalations with minimal assistance from the supervisor.
  • Interact effectively at all levels of the client and vendor organization.
  • Develop and maintain positive and productive relationships with clients and vendors.

Key Requirements:

  • Minimum of 3 years in an Implementation (Professional Services), Project Management or Technical Consulting position - Call Center industry experience is highly desired.

  • Experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction.

  • Knowledgeable in creating Project Charters, Weekly Status Reports, and other detailed documentation.

  • Must possess a strong combination of project management skills, call center expertise, and vendor management.

  • Can operate and perform duties with minimal supervision.

  • Excellent verbal and written skills required.

  • BA/BS or equivalent experience is required.

Key Skills:

  • Experience with managing multiple projects across multiple customers simultaneously.
  • Must possess a combination of project management skills and client development.
  • Knowledge of Call Center and software as a solution.
  • Must possess a strong combination of project management skills, technical call center expertise, and client development.
  • Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients' needs is imperative.
  • Must be a natural leader: Able to build collaborative relationships with supervisors and peers; Able to delegate responsibilities with ease; Able to provide constructive feedback and praise; Able to understand and educate others.
  • Must be strategic thinker; Able to understand the 'Big-Picture"; Able to think quickly and adeptly when solving complex problems; Exceptional with time management and organization.

Nice to Have:

  • Experience managing implementations of Five9, TDM and/or VoIP Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence and/or CosmoCom)
  • Knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow, Leads360 and/or LeadMailbox)
  • Knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices – Experience with WFO Applications is a plus.

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