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Project Lead

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s Project Lead, you will drive improvements to customer service processes and tools for the Commercial Customer Care, Retention and National Accounts teams to improve both the customer and employee experience while improving efficiency. You will report to the Senior Manager, Implementation and will work closely with the Senior Manager of the functional area and cross functional partners to drive improvements. You will work independently while being accountable for running and/or participating in cross functional initiatives and projects, both internal and external to Commercial customer support teams. You will be responsible for managing initiatives and projects to a timely and effective completion, including managing project scope, requirements, project documentation, schedules, risks, and issue resolution.
Key Responsibilities
• Identify, review and correct broken processes impeding issue resolution and impacting Net Promoter Score and/or productivity
• Document processes and create reference tools for frontline agents
• Coordinate with internal departments such as Marketing, Sales, Sales Ops, Field Services, Legal, Training, Communications and Information Technology to develop customer solutions and ensure project objectives are met
• Develop and maintain standard project documentation such as project plans, agendas, action items lists, business rules/requirements, process flows, test cases, etc.
• Facilitate meetings and provide accurate and timely updates to management and impacted cross-functional departments
• Define project tasks, schedules, assumptions, deliverables, risks, gaps, and dependencies.
• Ensures issues and risks are understood, resolved or mitigated and escalated when appropriate to reduce project surprises or risks to scope and schedule
• Manage and drive project schedules to consistently meet milestones and key task dates
• Identify potential problems and formulate solutions that achieve business needs.
• Ownership of all project implementation timelines and deliverables
• Work independently with limited supervision to drive progress and manage implementation.



Key Deliverables:
• Deliver content creation and updates to existing agent knowledge base tool to ensure accurate information is easily available for agent use in resolving customer issues
• Submit CRM enhancement requests and manage roll out for new fields/process flows to enhance efficiency/customer experience
• Review and document processes to standardize agent workflow and improve efficiency and customer experience
• Enable vendor partner frontline agents to complete all National Account call types presented by closing gaps in training, tools and processes
• Complete process confirmations of Continuous Improvement Management System (CIMS) activities
Qualifications
• Bachelor’s Degree with 4-6 years of relevant project management experience required
• 3+ years’ call center or call center support experience preferred
• Strong problem-solving and analytical skills required
• Experience supporting multiple projects from inception to completion
• Desire to work in a fast paced, dynamic and service oriented environment
• Demonstrated ability to analyze complex issues and design appropriate solutions
• Leadership qualities, including meeting facilitation, time management, organizational skills and ability to influence others
• Ability to tailor communication to the audience in order to achieve the desired result
• Ability to effectively operate within a diverse environment and with cross-functional groups moving quickly with myriad of details
• Self-motivated with energy and drive; willing to make decisions, take action and meet deadlines
• Detail orientation with the ability to ensure results and communication are accurate
• Experienced in producing procedures and guideline documents
• Insightful and looks for ways to incorporate new, improved thinking
• Proficient in Microsoft Outlook, Excel, Word, Project, PowerPoint, and Visio

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