Overview

Contact Center Project Manager

Job Summary

You will run point on contact center projects to help our partners implement call center technology, to keep the department on track with best practice implementation and monitor ongoing projects. You will prepare call center and operations leadership and walk them thru transitions to make it as seamless for them as possible. All while documenting the process or changes and keeping stakeholders on track with deadlines and informed of next steps.

You will use best practices to help teams design and create Five9 campaigns to improve the customer experience with new technology. Once the team is prepared, you will assist them with their transition thru Hyper Care support. You will be responsible for monitoring post go live call flow changes and understanding the businesses end goal, making recommendations from the department’s best practices. You will partner with the Five9 Business Admin to complete and implement the team’s changes quickly. A key to this role will be managing the work of the Contact Center Department and ensuring they process best practice and ongoing projects in a timely manner.

That is a lot! So, to do all of this, you have the balance of project management, strategic thinking, and analytical abilities to drive multi-faceted initiatives, as well as a people first mindset in driving improvement and top performance. You enjoy being able use your project management experience to help make change easy on your customers.

Responsibilities

Create and manage all Monday.com board projects for the Contact Center department ensuring the team delivers on key deliverables in a timely manner
Own Five9 deployment project to ensure new partners are transitioned within 30 days while feeling prepared and supported
Lead and document call flow sessions and give guidance to call center leaders on best practices for new and existing teams on Five9
Monitor ServiceNow tickets and deliver on requests for updates within 2 weeks of creation.
Work with Contact Center department and call center leaders to understand best practices and recommend new best practice projects to improve the customer experience
Share responsibility for improving critical contact center and business metrics including appointment bookings per call, membership plan sign ups, and customer satisfaction.
Establish and maintain partner relationships through credibility of ideas and recommendations. Become a trusted partner.

Qualifications

Bachelor’s degree and 5+ years of project management experience (Five9 preferred)
Strong understanding of project management tools (Monday.com preferred)
Highly effective project management, prioritization, multi-tasking, and time management skills to meet deadlines
Ability to present to groups at all levels within the organization with confidence and patience.
High attention to detail and quality standards
Excellent communication skills both verbal and written
A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills

Apex Overview

Apex Service Partners (the “Company”) is a group of leading residential services businesses that conducts HVAC, plumbing and electrical work for residential home-owners. We were founded in 2019 with a mission to build a partnership of like-minded world-class service providers to build an industry leading national platform.

Apex focuses on leveraging the power of people to build a strong network of industry leaders who can share resources, best practices, and expertise in order to deliver unparalleled service to customers and opportunities for employees.

Rewards

You’ll enjoy a full suite of benefits including Medical, Dental, Life, Vision and other insurance, an excellent match on 401k up to 4%, and the opportunity to make a difference. The right candidate will be offered a competitive compensation package including bonus, based on performance and will be based in Tampa/Dallas with occasional travel as we expand across the country.

EOE

Apex Service Partners jobs

Contact Center Project Manager