Job Overview:
Responsible for overseeing multiple small- to large-scale multi-regional projects; act as the primary point of contact during all phases of the project; develop and implement the detailed project plan for the assigned projects to ensure that commitments are achieved within the business objectives of the company.
Key Responsibilities:
1. Project Planning:
a. Develop a comprehensive project plan that will serve as a master plan for the assigned projects. The project plan will contain the chronological flow of activities (both independent and interdependent) that are needed in setting up, launching, and implementing a new project, including scope, timelines, budget, resource allocation, and risk management strategies.
b. Collaborate with stakeholders to define project objectives, requirements, and success criteria.
c. Translates project/client procedures into operational procedures. Finalizes the processes based on requirements. Evaluates needed report formats and monitoring tools.
2. Team Leadership:
a. Lead and motivate cross-functional project teams, providing clear direction and fostering a collaborative and high-performance culture.
b. Delegate tasks effectively, ensuring that team members have the necessary resources and support.
3. Stakeholder Management:
a. Identifies the total resource requirements for the assigned projects to ensure that projects are implemented while ensuring that all requirements are met and timelines are followed.
b. Establish and maintain strong relationships with key stakeholders, including clients, executives, and project sponsors. Ensures that all interactions, both verbal and written, are professional and display appropriate courtesy.
c. Communicate project progress, risks, issues, billing concerns, training, operations, technical, and quality in a transparent and timely manner. Also, to ensure these are taken into account or incorporated into any plan revisions. Works closely with members of the project team or any other units involved to ensure timely implementation and execution of changes.
4. Risk Management:
a. Identify and assess project risks, developing mitigation plans to minimize potential issues.
b. Proactively manage changes to project scope, ensuring alignment with project objectives.
5. Quality Assurance:
a. Leads the testing, simulation, and launch of the projects. Assesses the results of testing, simulation and post-launch to ensure deliverables meet or exceed client and organizational standards and that proper corrective actions are taken.
b. Conduct regular reviews and audits to maintain project quality for continuous quality improvement of processes, procedures, and systems.
6. Budget Management:
a. Monitor project budgets and financials, ensuring that projects are delivered within scope and budget constraints.
b. Track and report financial metrics, such as cost variance and return on investment.
7. Communication:
a. Establish and maintain effective communication channels within the project team and with external stakeholders.
b. Conduct regular status meetings and provide clear and concise project updates to ensure that the project timetable is being implemented according to plan and the different units comply with and complete their respective assignments on the committed timelines. Maintains an action registry, provides regular project progress and status reports to management and client, and drives projects through all development phases.
8. Change Management:
a. Implement change management strategies to address project-related changes and ensure successful adoption within the organization.
b. Anticipate and manage resistance to change.
9. Project Closure:
a. Ensure the successful closure of projects and contract expiration, including the handover of deliverables, documentation, and lessons learned.
b. Conduct post-project evaluations to identify areas for improvement.
Qualifications:
- Bachelor's degree in Business, Management, Information Technology or related field
- At least 2 years experience in project management; 1 year experience in the Contact Center / BPO / IT industry
- Proficient (C1) in English (written & verbal)
- Proficient in business analysis, process mapping techniques, and documentation tools
- Proficient in MS Office/Office 365/Google applications/Jira/Confluence
- Experience with data analysis and reporting
- Familiarity with project management methodologies, Software Development Lifecycle/Six Sigma
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work collaboratively in a cross-functional team environment
- Detail-oriented with a commitment to delivering high-quality results
- Strong organizational and time-management skills
- Tech savviness/computer literacy skills with an interest in technologies & following the trends
- Knowledge of industry best practices and emerging trends in business process management
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us.
Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients.
Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
