Job Title: BPO Project Manager
Hiring Organization: Corporate
Staffing
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Training
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 04/02/2024
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.
How to
Apply
Gross
Salary: Competitive
If you
are up to the challenge and possess the necessary qualifications and
experience; please send your CV only quoting the job title on the email subject
(BPO Project Manager – Training) to jobs@corporatestaffing.co.ke
before 16th April 2024.