Level 1 Project Specialist
RemotePhilippines
Job Summary
Assist project managers in defining scope, setting milestones, and coordinating departmental resources while analyzing contact center workflows to identify operational gaps and track performance KPIs. Gather data on call volumes, handle times, and CSAT to build tracking dashboards, then present findings and data-driven recommendations directly to leadership. Act as a cross-functional liaison between Operations, IT, QA, and Training departments to support CRM rollouts, workforce tool implementations, and Train-the-Trainer sessions. Resolve Level 1 helpdesk tickets, conduct QA audits, and document lessons learned to prevent operational disruptions. This remote Level 1 Project Specialist role requires experience with contact center metrics, project lifecycles, and stakeholder communication.
Required Qualifications
- Contact Center Operations Knowledge: Proven experience working with core contact center metrics like CSAT, handle times, and volume trends.
- Project & Ticket Coordination: Experience supporting project lifecycles, managing timelines, and handling system helpdesk tickets.
- Data & Reporting Skills: Proficiency in collecting raw operational data and translating it into clear progress reports.
- Systems Rollout Support: Hands-on experience testing new software tools and facilitating operational training or TTT sessions.
- Stakeholder Communication: Strong verbal and written communication skills to manage updates between technical and operational teams.
Desired Qualifications
- Familiarity with contact center systems like CRM platforms, workforce management tools, or automated chatbots.
- Experience building or maintaining performance dashboards alongside Workforce Management (WFM) teams.
- Understanding of basic User Acceptance Testing (UAT) workflows for validating IT fixes.
- Prior experience handling multi-brand or cross-functional shared services project portfolios.
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