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About Amach

Amach is a Dublin-based company focused on delivering innovative solutions for modern contact centre operations. We are seeking a proactive and detail-oriented Contact Centre Project Manager to lead cross-functional initiatives that improve customer experience and operational efficiency.

Role Overview

In this role, you will manage end-to-end projects within our contact centre operations, collaborate with stakeholders across customer service, IT, operations, and vendors, and ensure projects are delivered on time, within scope, and with measurable outcomes.

Key Responsibilities

Develop and maintain comprehensive project plans, timelines, budgets, and risk registers for contact centre initiatives
Coordinate across functions to gather requirements, allocate resources, and drive project execution
Monitor project progress, report status to stakeholders, and escalate issues as needed
Lead process improvements to enhance efficiency, quality, and customer experience
Ensure compliance with data protection and privacy standards as applicable (e.g., GDPR)
Manage change management and user adoption activities related to new processes or technologies
Conduct post-implementation reviews and realize expected benefits

Required Experience and Skills

Proven experience in project management within a contact centre or customer service environment
Strong planning, organization, and stakeholder management skills
Excellent communication and collaboration abilities
Familiarity with project management methodologies (e.g., PRINCE2, PMP) and PM tools
Ability to manage multiple priorities in a fast-paced environment
Knowledge of GDPR or data privacy considerations is a plus

Nice to Have

Experience with contact centre technologies or CCaaS platforms
Background in change management or business process improvement

What We Offer

Competitive salary and benefits package
Opportunities for professional growth and advancement
Collaborative, inclusive team environment

Location: Dublin, Ireland

Amach