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BPO Project Manager
1 month ago
Project Management
- Responsible to thoroughly understand and communicate stakeholder requirements to appropriate team members and manage all requirements accordingly
- Establishes clear ownership for project tasks, ensures that team members have the tools needed, and provide timely feedback
- Coordinates and facilitates delivery of project objectives
- Organizes and facilitates project planning, daily stand up meetings, reviews, implementation planning and other agile project related meetings
- Tracks progress and reviews project tasks to make certain deadlines are met appropriately
- Assesses project issues and identify solutions to meet productivity, quality and goals of HR projects
- Proactively communicates project status, issues & risks to management
- Conducts regular status meetings with all stakeholders, keeping the stakeholder's needs and requirements continuously in view
- Ensures project teams are practicing the core agile principles of collaboration, prioritization, team accountability, and visibility
- Finds and works to remove development and project roadblocks; motivate the project teams and keep them excited to move forward; protects the team from outside distractions
Policy and Process Management
- Plans, organizes, directs, controls and coordinates policy advice and strategic planning for Operations
- Develops and establishes strategic Operations policy framework
- Implement and/or manage the documentation of business case studies relating to key thematic areas for use in policy initiatives
- Implement and/or manage the writing and production of high quality policy, procedures and process map papers
- Manages research initiatives in collaboration with relevant teams and external partners
Continuous Improvement
- Actively participates to identify and act on opportunities for improvement, operational and quality policies and procedures
- Demonstrates awareness and understanding of the organization's aims and objectives
- Uses the organization's strategic goals and objectives to focus and prioritize improvement activity
- Creates opportunities and contributes to the organization's capacity building activities
- Works with different Business Leader to lead the transformation and continuous improvement of existing processes
Relationship Management
- Develops and maintains strong working relationships with key internal and external stakeholders
- Develops and maintains a strong network of industry contacts, maintain lists of contracts and contacts, and participate in professional associations as appropriate
- In collaboration with the Senior Operations Team and executive team, foster links with other organizations, relevant areas of government and call center community groups in order to develop and maintain policy information networks and a research base
Qualifications
- Has at least 1 year of working experience as a PM in a BPO-contact center setting
- Is well versed in the following types of projects:
- Ramp ups (new business and existing LOBs)
- Program flips (having an entire program turned into another account (example – DTV ACE to ISM in Panorama))
- Ramp downs
- Site Build outs
- Space/floor renovation
- Program movement from one office to another (the transfer may include people, asset, technology)
- Tools launch
- Has knowledge on how the BPO set up works and how each department is inter-related to each other
- Has a vast experience in dealing with the Senior Leadership Teams (Directors, V and C level executives both from VXI and on the client side)
- Has excellent stakeholder management skills
- Can manage multiple and complex projects at any given time
- Has above average communication skills
- Has experience in risk management
