Job Responsibilities:
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
Job Requirements:
- Minimum 5 year of experience working in a contact center industry
- Minimum education level: O levels
- Active listener and possesses problem-solving skills
- Fast learner and good team player
- Demonstrates good customer service and communication skills and comfortable to work in a fast-paced environment
Next Step:
Prepare your updated resume (please include your current salary package with full breakdown such as base, incentives, annual wage supplement, etc.) and expected package.
Simply click on 'Apply here' to drop your resume or email at [email protected]
All shortlisted candidates will be contacted.
Saghana Sithara | Registration Number: R1550224
