Bpo Project Manager

hace 7 días

Mexicali, Baja California, México Tri Source International A tiempo completo

Primary Purpose:
The Project Manager is responsible for daily supervision of assigned campaigns.

managing employee's performance, production reports, coaching and developing their team, while supporting client relationships and collaborating with local management with effective communication.


Essential Duties and Responsibilities:

  • Manage the Team Leads
  • Ensure that team leads are completing all aspects of their assigned responsibilities.
  • Validate the KPI's that are updated by Team Leads to ensure that they are complete and accurate.
  • Communicates to management regarding issues affecting the performance of the staff or customer satisfaction.
  • Continuously considers process improvements and implements best practices.
  • Ensures all critical operational metrics are achieved such as service levels, customer care, productivity standards, customer satisfaction scores, etc. through building effective teams.
  • Reviews and reports work volume and Operational results.
  • Handles situations independent of a Manager with ability to resolve conflicts and empathize with clients and employees. Has the ability to handle irate callers and escalated situations.
  • Share feedback when training opportunities are identified.
  • Effectively communicates through oral and written communication.
  • Handles administrative work; time cards, reports, spreadsheets.
  • Performs other duties as requested.
  • Adopt Company values in personal work behaviors, decisionmaking, contributions and interpersonal interactions.

Requirements:

  • High school diploma or general education degree (GED) required.
  • Fully bilingual in English and Spanish.
  • Demonstrates exceptional leadership, and coaching/mentoring skills.
  • Excellent verbal and written communication skills.
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook).
  • Ability to work independently as well as collaboratively in a team environment.
  • Demonstrates appropriate soft skills necessary for successfully supervising work units.
  • Dedicated to meeting the expectations of internal/external customers and maintains effective relationships with customers and gains respect.
  • Ability to learn and adapt easily with a high level of flexibility in a constantly changing in a fast pace environment, scheduling, process improvements, and regulatory changes.
  • Ability to multitask and manage several systems on a daily basis.
  • Demonstrates excellent problem solving and decisionmaking skills based on a mixture of analysis, wisdom, experience and judgment; sought out by others for advice and solutions.
  • Strong attention to detail, organizational skills, and timelines in order to meet customer expectations.

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