Senior Project Manager at Armanino managing D365 FSC implementations, working closely with clients to ensure project success. Defining project objectives and managing risks, scopes, and timelines.
About the role
- Analista de Projetos Sênior focado em recuperação de crédito e relacionamento. Conduzindo operações de cobrança e atendimento em ambientes humanos e digitais.
Responsibilities
- Professional with extensive experience in managing and implementing collections operations in call center environments, with a strong track record in human and digital (omnichannel) service projects.
- Responsible for leading complex initiatives to structure, expand, and transform operations, ensuring deliverables aligned with strategic objectives, timelines, and required quality.
- Experienced in process mapping, resource planning, system implementations (dialers, CRMs, digital platforms, chatbots, IVR, WhatsApp Business, etc.), as well as monitoring operational indicators (KPIs and SLAs) and post-go-live performance.
- Analytical profile with a systemic view and results orientation; works collaboratively with business, technology, training, quality and MIS teams to promote synergy between human agents and digital channels, optimizing customer experience and operational efficiency.
- Recognized for clear communication, collaborative leadership and proactivity; contributes directly to the success of deployments and to the evolution of hybrid collections and customer service operations.
Requirements
- Management and implementation of collections and customer service operations (human and digital).
- Planning and control of schedules, WBS (Work Breakdown Structure) and implementation plans.
- Integration of digital channels (IVR, chat, WhatsApp, bots, social media).
- Definition and monitoring of KPIs, SLAs and productivity targets.
- Management of internal and external stakeholders.
- Implementation and integration of telephony systems, CRM and digital platforms.
- Mapping and continuous improvement of operational processes.
- Leading executive meetings and preparing management reports and status reports.
- Proficiency in tools: MS Project, Power BI, advanced Excel, Jira, Trello, Avaya, Genesys, Pipedrive, among others.
Benefits
- Position also open to candidates with disabilities.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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