Customer Service Project Manager

Vintti is a strategic staffing agency that enhances the competitiveness of US businesses. By connecting SMBs, startups, and firms with highly skilled Latin American professionals, we offer a cost-effective solution to talent acquisition. Our model allows companies to access top-tier expertise at rates that significantly reduce overhead costs, enabling businesses to allocate resources more efficiently and boost their bottom line.

A Customer Service Project Manager is pivotal in overseeing and optimizing customer service initiatives within an organization. This role involves planning, executing, and closing projects that aim to enhance customer satisfaction and support service operations. Duties include managing timelines, resources, and budgets while coordinating efforts across various teams to ensure seamless service delivery. By evaluating customer feedback and implementing process improvements, the Customer Service Project Manager drives strategies to elevate the customer experience, fostering loyalty and long-term engagement. This role demands strong leadership, communication, and problem-solving skills.

- Bachelor's degree in Business Administration, Project Management, or related field
- Proven experience as a Project Manager in a customer service or related industry
- Strong understanding of customer service principles and practices
- Proficiency in project management software and tools (e.g., MS Project, Asana, Trello)
- Excellent organizational and multitasking abilities
- Strong analytical and problem-solving skills
- Effective communication and interpersonal skills
- Leadership and team management capabilities
- Ability to manage multiple projects simultaneously
- Experience with risk management and mitigation strategies
- Familiarity with quality assurance standards and methodologies
- Competence in preparing and interpreting financial reports and budgets
- Proficiency in using MS Office Suite (Word, Excel, PowerPoint)
- Ability to work under pressure and meet tight deadlines
- Strong attention to detail and commitment to excellence
- Knowledge of industry best practices and regulatory requirements
- Certification in Project Management (e.g., PMP, CAPM) preferred
- Experience with agile project management methodologies a plus
- Flexibility to adapt to changing priorities and business needs

- Oversee and coordinate customer service projects from initiation to completion
- Develop and implement project plans, including timelines, milestones, and deliverables
- Monitor project progress and make necessary adjustments to ensure timely completion
- Lead project team meetings and facilitate communication among team members
- Collaborate with stakeholders to gather and define project requirements and expectations
- Allocate resources and assign tasks to team members based on project needs
- Track project performance using appropriate tools and techniques, reporting regularly to senior management
- Identify potential risks and develop mitigation strategies to address project challenges
- Ensure project deliverables meet established quality standards and client expectations
- Prepare and distribute regular project status reports to all relevant parties
- Implement and manage changes and interventions to achieve project outputs
- Resolve any issues and conflicts that arise during the project lifecycle
- Manage project budget and ensure cost-effective utilization of resources
- Liaise with clients to provide updates and gather feedback to ensure satisfaction
- Maintain comprehensive project documentation, including reports, plans, and records
- Provide training, guidance, and support to team members and customer service staff
- Analyze project outcomes and gather lessons learned for continuous improvement
- Ensure adherence to company policies, procedures, and regulatory requirements
- Engage in ongoing professional development to stay current with best practices and industry trends

The ideal candidate for the Customer Service Project Manager role is a highly skilled and experienced professional with a Bachelor's degree in Business Administration, Project Management, or a related field, and a proven track record in managing customer service projects. They possess strong leadership capabilities and are adept at motivating and leading diverse teams, ensuring high performance and delivery of quality results. Exceptional organizational and multitasking skills are essential, as the candidate will juggle multiple projects simultaneously while meeting tight deadlines. They demonstrate strong analytical and problem-solving abilities, effectively identifying and mitigating risks to keep projects on track. Excellent communication and interpersonal skills enable them to collaborate seamlessly with stakeholders and maintain client satisfaction. The candidate is proficient in using project management tools such as MS Project, Asana, or Trello, and has a good grasp of financial management and budget preparation. They exhibit keen attention to detail, high emotional intelligence, and a customer-centric mindset, ensuring that every project aligns with client expectations and quality standards. Versatility and adaptability are key, as they navigate changing business needs and priorities with ease. Their commitment to professional development, coupled with a strong work ethic, innovative thinking, and resilience under pressure, sets them apart as a top contender for effectively managing and delivering successful customer service projects while adhering to industry best practices and company policies.

- Oversee and coordinate customer service projects from initiation to completion
- Develop and implement project plans, including timelines, milestones, and deliverables
- Monitor project progress and make necessary adjustments to ensure timely completion
- Lead project team meetings and facilitate communication among team members
- Collaborate with stakeholders to gather and define project requirements and expectations
- Allocate resources and assign tasks to team members based on project needs
- Track project performance using appropriate tools and techniques, reporting regularly to senior management
- Identify potential risks and develop mitigation strategies to address project challenges
- Ensure project deliverables meet established quality standards and client expectations
- Prepare and distribute regular project status reports to all relevant parties
- Implement and manage changes and interventions to achieve project outputs
- Resolve any issues and conflicts that arise during the project lifecycle
- Manage project budget and ensure cost-effective utilization of resources
- Liaise with clients to provide updates and gather feedback to ensure satisfaction
- Maintain comprehensive project documentation, including reports, plans, and records
- Provide training, guidance, and support to team members and customer service staff
- Analyze project outcomes and gather lessons learned for continuous improvement
- Ensure adherence to company policies, procedures, and regulatory requirements
- Engage in ongoing professional development to stay current with best practices and industry trends

- Strong leadership skills with the ability to lead and motivate a diverse team
- Exceptional organizational and time-management abilities
- Keen attention to detail and a commitment to maintaining high-quality standards
- Excellent problem-solving skills and a proactive approach to challenges
- Strong communication skills, both verbal and written
- High levels of emotional intelligence and empathy
- Adaptability to handle changing priorities and business needs
- Innovative thinking and a readiness to introduce solutions for efficiency
- A customer-centric mindset and dedication to client satisfaction
- High degree of professionalism and integrity
- Strong analytical skills with the capability to analyze complex data
- Resilient under pressure with solid stress management abilities
- Collaborative spirit and team-oriented approach
- Passion for continuous learning and professional development
- Strong work ethic with a results-driven attitude
- Ability to build and maintain strong relationships with stakeholders
- Adept at using project management tools and methodologies
- Practical understanding of financial management in a project context
- Proven track record of managing successful projects in a customer service setting
- Commitment to following and promoting company policies and industry best practices

- Competitive salary range based on experience
- Comprehensive health insurance (medical, dental, vision)
- Flexible work hours and remote work options
- Generous paid time off (PTO) and holiday leave
- Retirement savings plan with company matching
- Professional development and training opportunities
- Performance-based bonuses and incentives
- Employee wellness programs and resources
- Company-sponsored events and team-building activities
- Employee assistance program (EAP) for mental health support
- Tuition reimbursement for continuing education
- Subsidized gym membership or fitness classes
- Access to cutting-edge project management tools and software
- Collaborative and inclusive work environment
- Opportunities for career advancement and promotion
- Recognition and rewards for outstanding performance
- Travel opportunities for client and project meetings
- Company-provided equipment and technology
- Regular feedback and support from senior management