Sr. Project Lead Full-Time

RSS client

RSS client

Industry

Information Technology

Career Level

Team Lead

Job Function

Operations

Years of Experience

At least 4 - 5 years of experience (including minimum 2 years experience in managerial position).

Qualification

Bachelor’s degree in business administrations or any subject that is relevant to the position

Primary Skills

  • Strong commercial negotiations skills
  • Strong communications and interpersonal skills
  • Should have experience in Call Center
  • Ability to manage multiple tasks and work to tight deadlines
  • Ability to lead small to medium teams.
  • Highly entrepreneurial and hands-on – ability to get things done by rolling up his/her sleeves and with minimal resources. Highly adaptable and ability to find practical solutions.
  • Stakeholder management – strong negotiation skills and ability to influence at all levels; ability to work effectively cross functionally and cross verticals/domain.
  • Ability to balance strategic, commercial and operational considerations in assessing options and arriving at recommendations

 


Position KPI

  • Manage operations for all assigned sites and all channels and Line of businesses allocated across all markets.
  • Collaborate with the business process innovations team to provide the best quality of interactions
  • Coordinate day to day operations with focus on identification and fixing of root causes
  • Work with tech teams on optimizing channels and automating issue resolution workflows
  • Focus on customer satisfaction by developing first line & training team on process improvement
  • Plan actions to achieve customer/ Captain satisfaction
  • Achieve Key deliverable metrics of the account/LOB - Satisfaction scores, quality, SL , shrinkage etc
  • Initiate and conduct projects for betterment of various focus key deliverable areas for the LOB
  • Participate in Care weekly reviews and other forums like Weekly sessions and provide inputs and enhancement areas
  • Closely coordinate with BC central support team to achieve common agreed Goals
  • Reduce churn and increase customer retention
  • Ensure our partners and vendors are delivering service according to company standards.
  • Set targets for KPIs and periodically review them to ensure that it is aligned with Company's goals and OKRs
  • Have a deep understanding and conduct required analysis to understand customer/captain satisfaction drivers
  • Plan actions to achieve customer/captain satisfaction targets through process enhancement and effectively managing TLs & outliers
  • Spot any gaps in performance or processes and work closely with related departments to bridge those gaps.

Overview

  • Location: Lahore
  • Job Title: Sr. Project Lead
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