Project Manager

Peoplefy Infosolutions Private Limited
  • Chennai
  • Confidential
  • 8-13 years
  • 09 Apr 2015

  • Project/ Program Management non IT, Quality Control - Product/ Process

  • BPO/ ITES/ Call Centers
Job Description

Key Responsibilities:

Identify and implement process improvements aligned with the company's strategic imperatives
Manage multiple end-to-end projects in partnership with software developers, site teams & business managers
Custodian for process governance & risk assessment. Design & develop governance model for critical processes in partnership with front office, country . SOP governance, periodic review and implementation:
Coordinate with production teams globally to test the new procedures & ensure seamless implementation. Track SOP compliance & build control processes
Digitization Identify opportunities to automate/digitize processes
Process Improvement Detailed process mapping to understand process gaps/opportunity areas. Identify projects to improve customer experience, SLA enhancement, head count optimization & remove non-value adds ($ savings)
Build continuous improvement mindset across the customer service organization
Ownership of tools/applications globally which includes:
Up-to-date maintenance & overview of tools used in production
Continuously seek to reduce complexity in macro portfolio
Ensure local tools are recorded in the global NGA portfolio
Team Management/People Management

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