(BPO Project Manager – Training at Corporate Staffing

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.