BPO Project Management Officer

We are looking for a new Global PMO to join our growing team!

The Project Manager is responsible for the end-to-end accountability and management of projects and/or programs for business initiatives either internal or external to TELUS International.  This includes planning and successful delivery of client launches/transitions and acts as the primary point of contact for the client during all phases of the transition.

The Project Manager develops and implements the detailed project plan for the assigned projects to ensure client, both internal and external, commitments are achieved within the business objectives of the company and to ensure the quality of the project is completed on time, in scope and on budget. The Project Manager will manage 1 to 5 projects at time-varying in size and complexity. 

Main responsibilities:

• define project scope and deliverables, consistently adhering to predefined quality measurements to meet business needs and direction
• apply strong project management techniques and skills to ensure a successful transition
• apply strong leadership skills to remove obstacles and resolve conflicts
• document project processes and progress before, during and after the project (pre-implementation, implementation and post-implementation)
• create a Project Plan and High-Level Timeline that details the tasks, resources and time it will take to deliver a project based on the requirements gathered
• build and lead a project team that will deliver the project on time, in scope and within budget
• coordinate the actions of the TELUS International project team assembled (including the client project team), to achieve the goal at the least possible expense and within the time frame established including resources from (but not limited to) the following teams: IT, Operations, HR, WFM, Site Management and Finance
• coordinate closely with the client for any ongoing issues/concerns on billing, training, operations, technical and quality and ensures these are taken into account or incorporated into any plan revisions
• work closely with members of the project team or any other units involved to ensure timely implementation and execution of changes.

Key factors:

• Med-complexity multi-site launches

• Single-Site launches

• Global structure alignment 

• Medium level change management 

• Existing LOB growth 

• New or existing technology 

Requirements and qualifications:

• 3-5 years of proven Project Management experience/ new Business Development experience
• 5 years of experience managing programs in the call center industry (. Operations Management, Training Management, etc.)
• schedule flexibility
• leadership and teamwork skills
• analytical skills
• proven ability to solve problems creatively
• proven ability to complete projects according to outlined scope, budget, and timeline
• strong interpersonal skills with ability to interact at all levels with clients, vendors & internal teams
• excellent communication and presentation skills, as well as organizational and time management skills
• demonstrated creative and innovative thinker
• strong organizational,  analytical and logical skills
• must be flexible but at the same time, very focused and committed

• ability to deal with conflict

Knowledge:

• English - minimum B2 level required in oral and written
• Microsoft Project - Basic - required
• Google Suite, Microsoft Office, especially Word and PowerPoint - required
• Advanced knowledge on project management methodologies, tools, principles and practices and in the coordination and creation of project teams - required

• Strong business process knowledge - required

 Studies & experience:

• Bachelor’s Degree in Engineering / Statistics / Information Technology / Management or other relevant fields (or at least 3+ on these or related fields) -  desirable
• BBA or Engineering degree plus a MBA - desirable
• Project Management Professional Certification - desirable

• Green Belt Six Sigma Certification - desirable

We offer:

Stable job - permanent labor contracts
Monthly meal tickets
Private medical insurance coverage
International career - paid training and international career opportunities
Multilingual exposure - improve your spoken and written language skills
Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our relax and play areas!
Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long
Special discounts across variety of Banks, Telecoms, Gym & Fitness centers and more

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