Loay Hassan

The Project Manager is responsible for leading, planning, and executing projects within the call center environment to improve efficiency, enhance customer experience, and meet business goals. This role involves coordinating between internal teams, clients, and stakeholders to ensure successful project delivery, on time and within scope and budget. The PM ensures process alignment with operational standards and identifies opportunities for continuous improvement. Key Responsibilities: Plan and manage end-to-end project lifecycle for new campaigns, process changes, or client onboarding. Define project scope, goals, timelines, and deliverables. Coordinate with operations, quality, training, IT, and HR to ensure smooth implementation. Monitor project progress, risks, and issues; provide regular updates to leadership and clients. Analyze project outcomes and implement lessons learned. Ensure compliance with SLA, KPIs, and client expectations. Drive process improvements and operational excellence.