Job Title: BPO Project Manager
Hiring Organization: Corporate
Staffing
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Training
Job Type: Full
Time
Salary: KES
Date Posted: 04/17/2024
Our client is a Technology Training organization based in Nairobi,
Kenya. They are seeking a BPO Project Manager to join their growing company. As
a Project Manager, you will monitor and supervise your team members and lead
them toward achieving our organization’s objectives. You will also be
responsible for providing guidance, instruction, training, and leadership which
is meant to inspire the different teams and team members to perform at their
optimum. This should lead to creating and maintaining a cohesive team that
works efficiently together to maximize an individual’s potential.
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 30th April
2024.
