Overview
We are seeking an experienced Operations Project Manager to oversee recovery and optimization efforts within a Customer Service Centre following a recent Dynamics 365 implementation. This role will serve as an essential intermediary between frontline operations and technology teams, focusing on stabilizing service delivery, reducing backlogs, and enhancing processes. The ideal candidate will leverage their expertise in contact centre operations and data analysis to provide actionable insights to leadership while navigating challenges in a fast-paced environment.
Responsibilities
- Coordinate recovery actions across tech and ops teams to reduce email/case backlogs and stabilize service delivery.
- Analyze post-implementation challenges to determine root causes related to process design, configuration, data quality, or user adoption.
- Collaborate with IT to optimize workflow automation, queue structures, business rules, and routing logic in Dynamics 365.
- Document current ("as-is") and future state ("to-be") workflows to identify and eliminate inefficiencies.
- Compile and analyze operational data to deliver actionable recommendations to leadership based on insights from call volumes and case trends.
Requirements
- Proven experience as an Operations Lead, Recovery Project Manager, or Senior Business Analyst in high-volume customer service settings.
- Deep expertise in managing complex case management systems and backlog clearance processes.
- Hands-on experience with Dynamics 365 customer service functionalities including queues, routing, and workflows.
- Strong background in process mapping and continuous improvement methodologies.
- Ability to manipulate and analyze operational data to produce actionable insights for customer journey enhancement.
- Resilient mindset with a focus on pace-driven outcomes and the ability to challenge established workflows.