Telecom Program Manager

Description -

You will be part of the Strategic Planning and the Center of Excellence for Performance & Transformation in the Global Customer Care Center tower.  These teams serve to define the strategy and roadmap for the Care Center of the Future, support the operation teams to deliver best in class performance and drive transformation & initiatives for the Global Customer Care Center.

Key Responsibilities

• Be the Contact Center focal point for Telecom Operations.
• Manages and leads solution programs involving multiple functions and project teams.
• Collaborate with different teams like BTS, DXT etc for innovation projects around telecom.
• Have good project management skills with knowledge about contact center operations and tools like CDAX/Ominichannel/FAW etc.
• Lead and manage projects related to contact center Telecom operations.
• Design/Develop/Improve new or existing telco services.
• Communicate project status, risks, and issues to stakeholders and senior management.
• Ensure projects are delivered on time, within scope and within budget.
• Drives best practices. Ensure everything is well-documented and organized for future reference.
• Stay up-to-date with on relevant competitive solutions, products and services.
• Enhance customer and user experience by introducing/improving current architecture.
• Design/Develop/Improve new or existing Processes
• Keep Telecom leads aligned with other strategic initiatives and programs.
• Leads and provides guidance and mentoring to less-experienced staff members. Share your knowledge and expertise to help others grow.

Beyond these core responsibilities, we also value the following qualities:

• Knowledge about contact center operations and processes.
• Good knowledge about Cloud Telephony systems and platform. How calls are routed, what are IVR’s, etc.
• Strong desire to understand and improve processes.
• Experience leading projects and initiatives along with UAT
• Willingness to jump into new areas: Stepping outside your comfort zone is exciting for you. You tackle new challenges with enthusiasm and bring fresh perspectives to the table.
• Excellent communicator for creating visual, succinct PowerPoint presentations to executive audiences.
• Ability to go beyond team boundaries to get things done: You thrive on collaboration and build strong relationships across different departments.
• Being a global role, ideal candidate should be flexible to work in different shifts.

Preferred Skills:

• PMP certified (preferred).
• Genesys Cloud
• Agile Methodology
• Change Management

Continuous Improvement Process

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Costa Rica)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement