Responsibilities
Project Management
Provide direction to all incoming project requests, analyze the project viabilities, and advise accordingly
Create and execute feasible project plans that achieve assigned projects’ goals and align with overall business strategy.
Ensure that all new projects are onboarded accordingly by liaising with the BPO Lead and Management
Coordinate project execution by tracking and managing the delivery process accordingly
Ensure output quality is checked and work submitted in a complete and timely manner
Proactively monitor and report on project progress
Work hand in hand with the Business Development team to ensure that all Proof of Concepts (POCs) and new project-related information is relayed and communicated promptly
Provide advisory on all matters relating to new projects.
Managing the Project budget
Ensure projects completed with considerable savings, budget milestones achieved as planned
Always exceed the expectations. Deliver as per SLA at minimum
Work with proposal teams to develop cost estimates, trials, pilots and project plans.
Process documentation, improvement and adoption
Ensure that all project processes are well documented
Ensure process improvements are constantly undertaken and provided valuable efficiency always
Document project progression, communicate any challenges and propose possible solutions
Develop and document processes within the department including training and manual contents
Ensure 100% team adoption of the outlined processes and efficiency in delivery.
Quality, Productivity and Team Development
Develop quality metrics for all projects and maintain high projects quality standards per Agent
Ensure that the team is sufficiently trained on all project assignments and that training is viable, verifiable and objective training content
Undertake performance quality check for productions through validation process
Provide weekly, monthly and quarterly reports on; project status, identify obstacles or impediments to completing projects on-time, on-budget, within SLAs and elevate critical issues
Ensure a functional and self-sustaining agile team with a team retention of over 95%
Ensuring all staff exercise good time management
Motivate and appraise the team to perform optimally
Provide team productivity reports as required
Obeying agency regulations, guidelines, and policies, and ensuring staff does the same.
Serving as the liaison among all stakeholders
Manage the client feedback process and disseminate the same to management and project team
Manage communication between team members and the management team
Create presentations and reports to communicate project status
Facilitate and encourage cross-departmental collaboration to ensure project success.
Customer Satisfaction and Retention
Bring the customer’s point of view to all discussions and decisions and be able to balance it with business objectives
Ensure a Net Promoter Score of more than 8
Ensure a high client retention rate always
Keep a risk mitigation strategy up to date with specific steps and be able to convey decisions properly.
Qualifications and Skills
A Bachelor’s degree in Project Management, Computer Science, Information Technology, or a related field is required.
Project Management Professional (PMP) certification.
At least 5+ years of experience as a Project Manager in a BPO set up.
Previous experience working on freelance platforms and managing a freelance team (or teams).
Demonstrated ability to lead teams remotely and/or in culturally diverse environments.
Ability to manage multiple projects simultaneously.
Ability to operationalize strategy into action for the organizations as whole.
Ability to sell the vision, Business/Financial acumen, business savvy, innovative.
Proven willingness to develop others’ potential within their teams.
High emotional intelligence and enthusiasm to motivate a team to perform.
Agile, resilient, and shows interest in continuous personal development.
Executive disposition and demonstrate high levels of integrity.
Demonstrable problem-solving, strong interpersonal, and team leadership skills.
Strong organizational, time management, verbal, and written communication skills.
Proficiency in Microsoft Office tools.
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