Job Responsibility:

Pathway Communications is a leader in information technology solutions and counts some of Canada's best brands as its clients. We are looking for a competent, energetic and engaging Customer Success Analyst who will play a critical role in managing client relationships.

Job Title - RPA Advisory Project Manager for Call Center Proposal Preparation

Focus on Business Case Development and Expertise in Requirements Analysis and RPA Solution Design

Desirable experience in the following areas of Call Center work:

Project Planning:

- Define the scope, objectives, and deliverables specific to call center management, emphasizing the development of innovative RPA solutions and business cases.
- Create comprehensive project plans aligned with the project's unique requirements, integrating RPA strategies to enhance efficiency and profitability.

Project Execution:

- Led project teams with a robust background in RPA and call center management, ensuring the prompt execution of tasks aligned with RPA strategies.
- Monitor project progress with expertise in RPA implementation, identifying potential risks and developing mitigation strategies per the project's business objectives.
- Skillfully manage changes to call center project scope and objectives, adjusting RPA solutions while maintaining quality standards.

Requirements Analysis and Solution Design:

- Bring extensive experience in requirements analysis and RPA solution design to the project, ensuring RPA solutions are tailored precisely to the project's needs.
- Collaborate with stakeholders to define, document, and prioritize requirements for RPA projects, designing effective automation solutions aligned with those requirements.
- Led the development of RPA process workflows and the design of automation architecture to optimize business processes for the project.

Quality Assurance:

- Establish and rigorously enforce quality control processes tailored to call center operations, incorporating RPA best practices and ensuring automation delivers on project objectives.




- Conduct regular quality assessments and audits, evaluating RPA-driven process improvements and adherence to industry standards.

Risk Management:

- Identify and assess risks specific to the project, creating robust risk mitigation plans that account for automation-related challenges.
- Proactively address issues impacting project timelines and deliverables, focusing on business objectives.

Documentation:

- Maintain project documentation, including project plans, status reports, change requests, requirements documentation, and RPA solution design.
- Regularly create and update documentation for knowledge transfer and future reference, emphasizing the unique aspects of RPA integration and alignment with the project's goals.

Reporting:

- Provide regular project status reports to senior management and stakeholders, emphasizing the advantages of automation and its impact on business objectives.
- Track and report on key performance indicators (KPIs) and project metrics, including those related to RPA's impact on the project's success.

Qualifications:

- Bachelor's degree in a related field; a master's degree is a plus.
- Proven experience in RPA project management and proposal preparation, preferably in the call center industry.
- Certification in RPA technology (e.g., UiPath, Automation Anywhere) is highly desirable.
- Strong understanding of call center operations and processes.
- Excellent project management skills with a track record of successfully leading projects from initiation to completion.
- Strong analytical and problem-solving skills.
- Exceptional written and verbal communication skills.
- Team leadership and management experience.
- Client-focused mindset with a strong ability to build and maintain relationships.
- Knowledge of industry regulations and compliance standards in call center operations.

Preferred Skills:

Knowledge of emerging technologies in RPA and AI.

Familiarity with call center software and customer relationship management (CRM) systems.

Experience with data analytics and reporting tools.

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📌 Project Manager for BPO Proposal Preparation (Markham)
🏢 Pathway Communications
📍 Markham