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Summary

We are seeking a Project Manager – Workforce Management (Graduate) to support the transformation of workforce management practices within Customer Operations. This role is designed for a recent graduate with strong analytical and problem solving skills who is interested in operational transformation, AI enabled tools, and improving how teams work together.
The role focuses on assessing current workforce management processes, identifying inefficiencies and gaps across teams, and supporting the delivery of more streamlined, scalable ways of working. Working closely with operational leaders, frontline teams, and cross functional partners, the Project Manager will help translate business challenges into clear recommendations, support the rollout of new tools and platforms, and enable data driven improvements across the organization.

Key Responsibilities

• Identify inefficiencies and friction points and support the design of more streamlined ways of working.
• Support workforce transformation initiatives by contributing to the planning, coordination and execution of projects that improve operational effectiveness.
• Support AI enabled workforce initiatives by testing new capabilities, identifying opportunities to reduce manual work, and gathering feedback from teams using new tools.
• Build, refine and test AI prompts, and support basic measurement of outcomes and effectiveness.
• Contribute to the rollout of workforce initiatives such as multi skilling strategies, including building skill matrices, supporting training plans and tracking adoption and progression.
• Support the launch and optimization of workforce related platforms (e.g., CCaaS) by assisting with call flow mapping, workflow design, and dashboard or reporting updates.
• Document workforce processes using standard process mapping tools and frameworks.
• Analyze workforce and operational data to support insights and recommendations that improve efficiency, accuracy, and employee experience.
• Support pilot initiatives and process prototypes with frontline teams and use feedback to inform improvements.
• Work cross functionally with operational teams, technology partners, and leaders to support implementation and change adoption.
• Stay informed of emerging trends in workforce analytics, AI, and process improvement to contribute to continuous improvement efforts.

Critical Qualifications

• University degree in Business Intelligence, Artificial Intelligence, Strategy, Analytics, Operations, or a related field.
• Foundational experience or strong interest in project management, workforce analytics, process improvement, or operational transformation.
• Strong analytical and critical thinking skills, with the ability to identify issues and translate insights into practical recommendations.
• Exposure to or strong interest in AI concepts, including prompt development, experimentation, and outcome measurement.
• Experience or interest in process mapping, workflow analysis, and automation.
• Strong communication and collaboration skills, with the ability to work effectively across diverse teams.
• Highly organized, adaptable, and comfortable working in fast paced, evolving environments.
• Curiosity, learning agility, and the ability to challenge existing ways of working constructively.
• Demonstrates AI fluency by confidently using AI tools; applying sound judgement and core AI concepts (e.g. bias), effectively leveraging Generative AI, and clearly communicating AI-driven insights and decisions to others.
• Analyze workforce and operational data to support insights and recommendations that improve efficiency, accuracy, and employee experience.
• Support pilot initiatives and process prototypes with frontline teams and use feedback to inform improvements.
• Work cross functionally with operational teams, technology partners, and leaders to support implementation and change adoption.
• Stay informed of emerging trends in workforce analytics, AI, and process improvement to contribute to continuous improvement efforts.