Sr. Project Manager

ServiceFirst is a world-class call center and BPO with strategic locations around the globe providing an elevated Customer Experience to benefit our client’s businesses with exceptional customer engagement.

While our core business is to help our partners better serve their customers, ServiceFirst will also provide reduced labor and operational costs, a diversified footprint for business reliability, and an innovative entrepreneurial culture to attain corporate performance objectives as our partners trusted advisor and preferred business partner.

We need a Senior Project Manager, who will be responsible for guiding the development of a project, coordinating with various teams and stakeholders, managing risks, and ensuring that project goals are met in a timely manner. You have a deep understanding of project management principles and can lead a team to deliver on time and within scope.

What you will be doing:
•Creating and defining project scopes and objectives, involving all relevant stakeholders
•Develop detailed project plans, including resources, timeframes, and budgets for tasks
•Assigning tasks to internal teams and assisting with schedule management
•Using project management tools to monitor working hours, budget, plans, and money spent
•Ensuring standards and customer satisfaction are maintained
•Acting as the point of contact and communicating project status to all participants
•Monitoring project progress and making adjustments as needed
•Measuring project performance using appropriate systems, tools, and techniques
•Reporting and escalating issues to management as needed
•Managing risks and issues and taking corrective measurements
•Coordinating internal resources and vendors for the flawless execution of the project
•Performing quality control on the project throughout development to maintain the standards expected
•Managing relationships with clients and stakeholders
•Actively research to design new projects and prepare and present new ideas to improve current business processes.
•Identify business improvement opportunities.
•Improve the efficiency and effectiveness of key business processes.
•Create solution-orientated teams.
•Change management, including impact assessment.
•Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Quality Management, processes, etc.

Qualifications:
•Minimum of 6 years of demonstrated professional business experience, preferably in the Contact Centre space, with strong business comprehension.
•BS degree in Business Administration or related field
•Advanced time management and analytical skills
•Working knowledge of Microsoft Excel and Project Management software
•Excellent client-facing and internal communication skills
•Excellent written and verbal communication skills
•Strong organizational skills including attention to detail and multitasking skills
•Ability to develop and maintain strong stakeholder relationships (internally and externally).
•PMP Certification
•Six Sigma – LEAN