Job Description

PM-Partners group is a specialist Project Management Consultancy. We have a unique way of running projects and providing training and advice, so our clients get the best results with less cost and risk. Each year we deliver over $3B of projects, train over 10,000 people, and help some of Australia's leading brands improve their PMOs.

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A leading organisation is seeking an experienced Senior Project Manager to lead a large-scale Contact Centre Transformation program, delivering significant technology, processand customer experience change across the organisation.

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The role will take ownership of end-to-end delivery, working across technology, operations, customer experience and business stakeholders to deliver a complex transformation in a large enterprise environment.

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Key responsibilities:

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- Lead the end-to-end delivery of a large-scale Contact Centre Transformation program.
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- Manage complex technology and business change across contact centre platforms, customer channels, telephony, IVR, CRM and associated integrations.
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- Lead multiple workstreams, vendors and delivery teams across a complex enterprise environment.
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- Establish strong governance, delivery frameworks, milestones, risks, dependencies and reporting.
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- Work closely with senior business and technology stakeholders to align delivery with strategic objectives.
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- Manage delivery risks, issues, dependencies and competing priorities across the program.
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- Drive a strong focus on customer experience, operational efficiency and improved contact centre capability.




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About the candidate:

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- Significant experience as a Senior Project Manager delivering large-scale transformation programs.
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- Proven experience delivering major Contact Centre / Customer Experience transformations within complex organisations.
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- Strong understanding of contact centre technology and environments, including platforms such as Genesys, NICE, Avaya, Amazon Connect or similar.
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- Experience managing large, complex technology implementations involving multiple integrations and business stakeholders.
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- Strong commercial, vendor and stakeholder management skills.
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- Excellent communication and leadership capabilities, with the ability to operate confidently at senior executive level.
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- Experience within financial services, insurance, telecommunications or other large enterprise environments would be highly regarded.
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What we can offer you!

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- Culture: A fun, rapid paced, collaborative delivery environment
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- People: A group of talented, experienced, and dedicated Consultants to work by your side with a dedicated Relationship Manager
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- Passion: Ability to band together when under pressure to deliver first class results to clients
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- Transparency: Open door policy
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- Professional Development: On the job development and access to certifications in our Training practice
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- Care and Support: On-going support and advice from experienced PM-Partners Consultants
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- Knowledge: Access to PM-Partners Delivery and Advisory practices
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📌 Senior Project Manager - Contact Centre Transformation (New South Wales)
🏢 PM-Partners Group
📍 New South Wales