What We Offer:

• Transportation allowance
• Canteen Subsidy
• Night Shift allowance as per process
• Schedule Attendance Bonus
• Health Insurance
• Tuition Reimbursement
• Incentive components campaign wise
• Work Life Balance Initiatives
• Rewards & Recognition
• Internal movement through IJP

What You Will Be Doing:

• Under the direction of the Sr. Project Manager – PI or Assistant Director – PI, develops in depth understanding of the needs of the client and the key initiatives required for a successful program launch.
• Interact with the client to develop New Program requirements. Compiles and analyzes client requirements and establishes priorities for implementation. Manages the process through a detailed Action Planning tool to successful implementation of all initiatives outlined on the program launch checklist.
• Works closely with center directors and account managers to ensure complete understanding of the project, project objectives, and priorities. Completes the Hiring Request for external candidates.
• Ensures the establishment of a training curriculum to properly prepare program team for success.
• Interacts with IT to ensure that all system requirements are met within agreed timeline.
• Interacts with development personnel to assist in creation of project design documentation.
• Interacts with development personnel to ensure timelines are being met for application and report development.
• Manages the infrastructure needs of the program through launch and steady state. Works hand-in-hand with the OPS leadership to allow them to focus their full attention on the team’s performance.
• Works with internal department leaders to identify internal process improvement initiatives and create a plan of action.
• Subject matter expert on efficiencies and productivity gains for internal operations.
• Must display creative problem solving, clear and concise communication skills, ability to lead a team of diverse individuals, and organize process improvements tactics.

What We Expect You To Have:

Knowledge of:

Company policies and procedures as outlined in the employee handbook.

Ability to:

Prioritize tasks and handle multiple tasks at one time; effectively communicate using proper grammar and syntax; Exhibit a professional image and demeanor at all times; must be capable of problem-solving promptly and independently while under pressure.

EDUCATION and/or EXPERIENCE:

Bachelor’s degree or equivalent; or four to ten years related experience and/or training; or equivalent combination of education and experience. Project management experience and/or education advantageous. Basic technical knowledge, including programming languages, databases, computer telephony integration, and data analytics relevant to the contact center industry, is an added advantage.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of financial accounting. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.