Project Manager
Smart link
Total years of experience :13 years, 8 Months
Responsible for the overall management responsibility for the project..
● Client interface, being the Management’s representative of the company in front of the clients and other external stakeholders..
● Implementing project strategy, coordinating and approving super ordinate changes.
● Implementing quality control measures to ensure project compliance with department, government codes and regulations; also ensures conformance to the requirements of all project participants.
● Validating contractual options, whether technical, financial or time related
● Validating fiscal matters together with Financial and Administration Manager of the project in agreement with the CFO of the company
● Guiding, directing, coaching and developing team members to perform to their best potential.
● Providing effective supervision through all project phases for timely commissioning and turnover.
● Synchronizing the project deliverable with the overall strategy for the project, enabling objectives to be achieved.
● Insuring the formation of integrated team and associated resources and supervise the activities to ensure achieving project deliverable.
● Identifying critical issues and area of concerns that may affect the project performance targets and provide effective solutions.
● Performing Hold Point Checks determining measures to be taken against risks, and releasing important documents for the next project phase (phase achievement).
● Initiating and approving the contracting plan with serviceable cost structure
● Specifying an outline schedule and priorities to be worked on until the detailed overall schedule is presented. Approving the detailed schedules and incorporating them into the overall schedule.
● Dividing the contract into sub-packages and internal task orders with target specifications (hours, budget, and schedules).
● Compiling project reports and final project report. Preparing and initiating improvements and decisions for alternative technical concepts..
Attend client meetings and assist with determination of project requirements.
Prepare project organization and communication charts
Track the progress and quality of work being performed by design disciplines/trades
Use project scheduling and control tools to monitor projects plans, work hours, budgets and expenditures
• Effectively and accurately communicate relevant project information to the client and project team
Keep the Project Manager and others informed about project status and issues that may impact client relations
Handle all related HR administration paper work
Supervise the project team performance
Analyze team performance.
• Taking responsibility for managing team of 70 employees within the customer contact center and ensure that work is managed in an efficient, effect and timely manner and monitor the breaks, log in / logout schedules of staff along with occupancy status.
• Ensuring team members are effectively trained so that all required tasks, both existing and future, can be effectively executed.
• Analyze revise and make changes/suggestion to maximize efficiency and ensure goals are met/exceeded.
• Analyze the volume of calls, answered as well as abandoned calls on daily basis to ensure defined Service Levels are achieved.
• Suggest innovative ways to improve work processes and technology.
• Handles system emergencies with direction from IT department and/or appropriate vendor.
• Performs other related duties and special projects as requested.
• Conducts quality review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
• Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
• Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures.
• Maintains a comprehensive working knowledge of polices, procedure.
• Translate & Adhere to the customer experience department’s objectives policies, procedures and work instructions.
• Propose new methodologies, techniques and technologies that aim towards improving the customer experience departments and MARKAVIP’s overall performance, and discuss such with the Contact Center Team Leader for further proceedings.
• Perform all tasks required in an organized and systematic manner and seek the Contact Center Team Leader’s guidance and advice (if needed) to ensure a high level of understanding of all activities undertaken which will be reflected on the overall departmental performance.
• Answer customer inquiries via all available communication channels (including Telephone, Email, Social Media websites and chat) with politeness, professionalism, and in accordance with the unified guidelines pre-established by the customer experience department management.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Maintains call center database by entering information.
• Respond to customer complaints with high professionalism, calmness and understanding.
• Build & maintain a strong relationship with customers in a manner that causes a sense of customer belonging and increased retention rates.