Zenith Infoech (S) is a Tech Recruitmetn with 27 years of presence in Singapore, supporting our government agencis and selected corporate clients in placement of ICT Consulants.
Currently we are assiting one of our clients to looking out dynamc Leader in Program & Project Managment . Candidates whom are comfortable with Rotating Shifts and 12 months of contract to start wth, are most welcome to apply.
Click to apply here or email to : [email protected]
Job Scope :
- As a Program/Project Management Lead, you will be responsible for leading business and technology outcomes for the assigned program, project, or contracted service.
- You will leverage standard tools, methodologies, and processes to deliver, monitor, and control service level agreements.
- You are expected to perform independently and become a Subject Matter Expert (SME).
- You will be required to actively participate and contribute in team discussions, as well as provide solutions to work-related problems.
- Advanced proficiency in Program Project Management is required.
- Intermediate proficiency in Scope Management is recommended.
- Develop and implement project plans to ensure successful delivery of program outcomes.
- Monitor and control project progress, identifying and addressing any issues or risks.
- · Collaborate with stakeholders to define project scope, objectives, and deliverables.
- · Lead and motivate project teams to achieve project goals and meet deadlines.
- Continuously improve project management processes and methodologies to enhance efficiency and effectiveness.
- Coach and guide customer service officers (CSOs) to answer customers’ queries and provide first call resolution
- Conduct business reviews and provide suggestions on processes
- Manpower management and shift adherence of CSOs
- Monitor and coach on agent productivity to achieve SLA adherence
- Conduct performance review with CSOs – identifying areas of training and improvement
- Team engagement and retention strategy and implementation
- Handle ad hoc duties as required
REQUIREMENTS:
1. Minimum 5 year of experience working in a contact center industry
2. Out of the total experience, Team Lead experience of 1 year or above preferred
3. Minimum education level: O levels
4. Active listener and possesses problem-solving skills Fast learner and good team player
5. Demonstrates good customer service and communication skills and comfortable to work in a fast-paced environment
6. 44 hours per week, able to work rotating shift hours including weekends and public holidays
