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  • Posted: Apr 17, 2024
    Deadline: Apr 30, 2024
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Corporate Staffing Services is a leading recruitment agency in Kenya providing complete recruitment services. In the last ten years we have been partners to local and foreign businesses looking to hire Kenyan professionals. We have recruited for diverse clients in different sectors and industries.
    Read more about this company


    BPO Project Manager – Training


    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.

    Method of Application


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