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Project Manager R
Job Location:
Monthly Salary:
Posted:
29 August 2026 (11 hours ago)
Posted:
Application Deadline:
26 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Project Manager
Job requirements
- Monitor real-time contact center performance across multiple channels including Voice and Chat to ensure service level goals are met
- Track and analyze operational metrics such as service level average speed of answer abandonment rate occupancy handle time and adherence
- Identify and address performance variances emerging trends and operational risks impacting business objectives
- Recommend and execute intraday staffing adjustments including schedule changes and resource reallocation to optimize staffing utilization
- Coordinate with Operations Leadership and Workforce Management teams to resolve staffing gaps attendance issues and productivity challenges
- Maintain and administer workforce management systems ensuring data integrity and accurate schedule uploads
- Prepare and deliver real-time operational updates intraday performance summaries and end-of-day reports to leadership and stakeholders
- Support continuous improvement initiatives by identifying process enhancements and assisting with root cause analysis related to service level variances
- Advanced proficiency in workforce management tools such as NICE IEX NICE WFM Verint Genesys Calabrio or Aspect
- Expertise in real-time analysis and intraday management within contact center environments
- Strong knowledge of workforce management principles staffing concepts and service level management
- Advanced Microsoft Excel skills for data analysis and reporting
- Experience with maintaining workforce management systems and dashboards
- Experience with automation or scripting for workforce management reporting
- Familiarity with advanced analytics platforms for operational performance monitoring
- Knowledge of contact center telephony systems and integrations
- Experience supporting schedule optimization initiatives
- Bachelors degree in Business Administration Operations Management Information Systems or a related field
- Certification in Workforce Management (e.g. CWFM CCWFM) or related operational analytics is highly desirable
Experience Range: with at least 7 years of experience in workforce management real-time analysis or contact center operations including experience supporting daily operational performance and staffing effectiveness Key Responsibilities:
Required Skills:
Preferred Skills:
Desired Qualifications:
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
IC
About Company
Brillio is a global leader in Enterprise Digital Transformation Solutions, providing strategic consulting services and solutions using emerging technologies.
