Job Description
We are seeking an experienced and results-driven Senior Project Manager to support our contact center leadership team within our Customer Care and Workforce Management departments. As a Senior Project Manager, you will be responsible for planning, coordinating, and executing of initiatives that contribute to the success of our contact center operations. You will collaborate closely with contact center leadership (VP, Directors, Assistant Directors and Managers) to drive strategic initiatives, improve processes, and enhance the overall performance and efficiency of our contact center.
Provides expertise and oversees high-priority, complex projects, which often require considerable resources and high levels of functional integration with other large projects or technology solutions. This includes managing and coordinating activities to ensure that the goals and objectives of the project are accomplished on schedule and within budget according to plan.
Major Responsibilities:
1. Work collaboratively with business leads and partners to manage complex, typically transformational projects that deliver strategic business solutions.
- Develop and maintain strong relationships linkages with clients, consultants and management at various levels to be aware of emerging trends, issues that impact on current projects and future plans of the organization
2. Manage project activities throughout the project lifecycle by:
- Defining project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.
- Developing full-scale project plans, project charters and associated communication documents to report project progress, providing frequent verbal and written progress reports on the status of projects providing action plans or recommendations on project deployment to project sponsors.
- Estimating the resources and participants needed to achieve project goals.
- Proactively managing changes in project scope as well as risk and issue management, identifying potential crises and devising contingency plans.
- Developing, maintaining and monitoring project budgets to ensure that there are no costs or resource over runs, as well as, tracking project milestones and deliverables ensuring project requirements are achieved in a timely fashion and within budgetary guidelines.
- Report on project milestones and risks/issues to Project Sponsors and consult with them on new initiatives that will impact strategic direction.
3. Manage consultants and vendors regarding their commitments to the program/project by clearly articulating their roles and responsibilities. This includes monitoring and evaluating their performance on a regular basis and taking corrective actions such as development plans as appropriate if and when required.
4. Provide guidance and mentoring to project team members. Monitor and control assignments of staff and carry out quality reviews of work efficiency based on project management plans
Job Requirements:
1. Completion of Bachelor’s Degree in Business Administration or related field or equivalent combination of education and experience
2. 5 to 7 years of directly related experience managing complex projects in various industries and environments
3. Project Management Certification such as PMP or Prince 2
4. Proven experience as a Project Manager, preferably in a contact center or customer service environment. (considered an asset)
5. Strong understanding of contact center operations, processes, and technologies. (Considered an asset)
6. Analytical and problem-solving mindset, with the ability to identify root causes, develop practical solutions, and drive results. (Considered an asset)
7. Proficient in project management methodologies, tools, and software. (Considered an asset)
Our commitment to equity, diversity and inclusion
We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.
The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please let us know when we contact you and we will work with you to meet your needs.
Disclosing conflicts of interest
As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at talentacquisitioncentre@wsib.on.ca.
Privacy information
We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB’s Privacy Office at privacy_office@wsib.on.ca. The Privacy Office cannot provide information about the status of your application.
As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.
To apply for this position, please submit your application by the closing date.
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