Job DescriptionMaintaining positive relationships with teams by establishing a good line of communication between the team leads and the companyDevelop detailed project plans, schedules, and ensuring alignment with organizational objectivesLeading the assigned BPOs in managing and ensuring the team's processes and tasks are carried out efficientlyCoordinate and manage all phases of the project lifecycle, from initiation through to closingTrack team progress and identify risks/issues that may impede progress using stand ups/team meetings Assessing customer feedback and using your creativity to establish, improve, and refine the customer experience.Take ownership for team results and provide leadership and continuously monitor the volumes & highlight discrepanciesUnderstand development need of your team members and able to identify performance gaps, in order to provide coaching supportBe an effective change manager for business continuous improvement and supportive of improvement opportunities identified by othersServe as the primary point of contact for all project-related communication with stakeholders and teamsPrepare and deliver regular project status reports to stakeholders and senior managementUnderstand & analyse reports, proactively make suggestions for improvementAssist with planning/organizing the proper coverage & align staffingSupervise the quality assurance process and related training of staff members to ensure quality customer serviceParticipate in recruitment activities (screening, interviewing)Provide regular status updates to project stakeholdersQualificationsExcellent command in spoken and written EnglishProficient in MS office and call centre equipment/software programsStrong analytical/presentation skillsStrong understanding of formal project management methodologiesAble to thrive under pressure, and have experience handling the most critical of customer escalationsPossess excellent time management and multi-tasking skills.Must have a strong track record of evaluating, analysing, implementing, leading, and monitoring effective and efficient processes to proactively improve centre efficiency and staff performanceExcellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other stakeholdersSolid experience in project/stakeholder management, process improvement, planning, and performance management A desire to help others work towards targets and develop their skillsCustomer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skillsKnowledge of SQL is an added advantage for tasks related to data analysis, reporting, and supporting decision-making processes.