LEAD, PROJECT

Main Objectives and Duties

1. Responsible for the successful implementation of any internal and external projects assigned within time and budget

• Understands both SOW and project requirements aligning with the company’s standards.
• Follows departmental business process during project implementation.
• Ensures alignment.
• Conducts risk analysis.
• Designs mitigation plans.

2. Displays active participation through follow‑ups on the progress of the plan

• Executes and coordinates the activities to the Project Committee based on the Master Plan.
• Conducts root‑cause analysis.
• Assists in creating solutions.
• Coordinates the efforts of the team to obtain overall progress and identify challenges.
• Reviews departmental deliverables.
• Controls delivery to the client to ensure quality.
• Validates and reviews timelines with the Project Committee.

3. Acts as the company’s main POC for the client during implementations

• Establishes constant communication with the client regarding project progress.
• Provides accurate and detailed information through reports, calls, and meetings.
• Coordinates with the client’s main POC.
• Ensures SOW alignment.
• Serves as mediator between the Project Committee and client.
• Communicates changes, progress, and statuses to the client.
• Ensures alignment of the internal team with the client.
• Introduces the Project Committee to the client.

4. Provides support to implemented programs after “Go Live”

• Provides support to operations for 4 weeks after Go Live.
• Observes consistency and adherence to client requirements.
• Completes and provides implementation reports to clients for transition to Operations.
• Completes necessary follow‑ups on open items.
• Ensures full closure of the project.
• Ensures implementation audit is conducted with internal departments.
• Measures alignment with the client’s requirements and company standards (QGBM).
• Sends evaluation surveys to clients to assess the overall process.

5. Provides support to the Operations Department from a project management perspective

• Designs project plans for new projects.
• Presents the designed plan during official program launch.
• Assigns priority level to any projects.
• Tracks and controls project progress.
• Provides consultancy services to the Operations Department.

6. Supports and conducts internal trainings or skill enhancement trainings

• Receives internal and external trainings.
• Conducts teach‑backs.
• Develops internal or skill‑enhancement trainings.

Qualifications

• Bachelor’s degree holder.
• At least 6 months to 1 year of work experience in a related field.

Area of Expertise / Skills

• Project Management Orientation
• Exposure to call center industry language

Competencies

• Project Management
• Documentation and Reports
• Data Management
• Business Software Applications
• Communication