client engagement pmo Project ManagerAlorica Philippines

Summary
Exceed Client expectations through processing projects to maintain and/or improve Operations department procedures and projects necessary to support customer service and/or sales programs.
Essential Duties & Responsibilities
Act as a liaison between Operations departments and programming through current knowledge of Client expectations and interests to ensure business needs are met by the improvement of processes and the implementation of projects to bring new initiatives to the company.
Maintain communication with client regarding account issues, audits, and optimization of projects.
Create project plans to detail steps to implement new initiatives including developing a project schedule to ensure a timely delivery and determining appropriate resources.
Create reports and daily summaries informing all offices and clients and creating weekly forecasts to assist upper management.
Perform conference calls with clients and other offices regarding performance calls.
Responsible for maintaining a professional and effective relationship with internal operations teams, internal programming teams, clients and agencies.
Serve as a client liaison, acting as the client contact for maintenance issues including: resolving any disputed issues, investigating any discrepancies, responding to any problems arising, and preventing problems in the future.
Provide direction and support to programming and dialer management staff, ensuring reports and required documentation are accurate and submitted within a timely manner, as applicable.
Accountable for all decisions, actions, and directives with respect to job responsibilities.
Qualifications & Requirements
Education:
Bachelor's Degree or equivalent in relevant work experience.
Experience:
Four years relevant experience specific to dialers/dialing systems and interaction with internal operations groups and programming required. Five years relevant experience preferred.
Supervisory/Management experience preferred but not required
Knowledge, Skills, Abilities & Other Characteristics:
Ability to establish and maintain cooperative working relationships with Clients, Consumers, Co-workers, Administrators, and/or Key Contacts.
Ability to be a strategic thinker and a good facilitator.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to prioritize and work in a multi-tasked environment.
Ability to adapt to a flexible schedule.
Proficient personal computer skills, including Microsoft Office.
Excellent interpersonal, written, and oral communication skills.
Ability to work in a team fostered environment.
Ability to maintain the highest level of confidentiality.