PMO (Project Management Officer) Contact Center/BPO Sector

Minimum requirements

• Minimum of 5 years of experience leading project management offices —PMO— in Contact Center, BPO, large telecommunications integrators, or related sectors.
• Proficiency in traditional and agile project management methodologies.
• Certification in PMP, PRINCE2, Scrum Master, or similar.
• Experience in key sector projects: technological migrations, onboarding of multinational campaigns, and regulatory compliance projects.
• Solid experience in financial project management, budget control, variance analysis, and vendor management.
• Advanced handling of project and portfolio management tools: Jira, Confluence, MS Project, Smartsheet, Monday.com, or others similar.
• Analytical capacity, process orientation, and a focus on quality and continuous improvement.
• Experience in managing complex stakeholders and high-pressure environments.

We will value

• Experience in projects linked to PCI-DSS, ISO 27001, or regulated environments.
• Experience in companies with an international presence or multi-site projects.
• High level of English; other languages will be positively valued.
• Higher education in Engineering, Business Administration (ADE), or related disciplines.
• Ability to prepare executive reporting and convey complex information in a clear, structured, and decision-oriented manner.

• Joining a leading company in the BPO/Contact Center sector in the midst of an international growth process.
• A key position for the professionalization of project management, portfolio governance, and the economic control of strategic initiatives.
• Hybrid modality, based in Madrid.
• International coordination with Spain and Latin America.
• Competitive compensation package (fixed + variable), depending on profile and experience.
• Corporate benefits pending further detail.

At Psicotec Executive Search, we are selecting for a leading company in BPO services, Contact Center, and Digital CX Management, a PMO Manager to lead the governance, execution, and control of the organization's technological and operational project portfolio.

The company is in a moment of growth and evolution, with a presence in Spain and Latin America, and needs to incorporate a profile capable of ensuring the correct planning, monitoring, prioritization, and financial control of projects critical to the business.

We are looking for a person with solid experience in project management offices, accustomed to working in complex environments, with multiple stakeholders, high-impact technological projects, and a clear orientation toward processes, quality, and continuous improvement.

The selected person will assume, among others, the following responsibilities:

• Define and ensure the governance of the project portfolio, establishing methodologies, standards, templates, and homogeneous management criteria.
• Evaluate the feasibility of new technological and operational projects, prioritizing initiatives based on impact, urgency, and resource availability.
• Coordinate critical projects in the sector, including telephony platform migrations, implementation of Cloud/CCaaS solutions, technological deployments, and implementation of new campaigns.
• Supervise the financial control of projects, managing CAPEX/OPEX budgets, variance analysis, ROI calculation, and procurement processes.
• Monitor technical, operational, and financial risks, driving mitigation plans and ensuring project continuity.
• Manage relationships with internal stakeholders —Operations, Technology, Management— and external ones —clients and suppliers—, facilitating decision-making.
• Prepare and present executive reports on the state of the portfolio using KPIs and dashboards for Senior Management.
• Lead matrix teams, coordinating technical and operational resources without direct hierarchical dependency.
• Drive continuous process improvement, promoting standardization, efficiency, and quality in project management.