Project Management lead24-7 Intouch

About 24-7 Intouch
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story -
About the Job
The Project Management Lead will analyze, maintain, and improve organizational performance. The ideal candidate will use a variety of skills, such as project design, leadership, and management to ensure performance and process development. This person will act as a process analyst, business strategist, and project supervisor.
As Project Management Lead, You Will...
Oversee and lead a number of initiatives focused on the centralization and streamlining of all program operations activities, providing standard methodologies and applying Lean principles
Co-lead Lean and automation, along with facilitating and expediting continuous improvement within the team
Ensure strong controls are built into all the program operations processes, including the development and deployment of programs initiative, and process documentation
Facilitate process improvement and assist business owners in improving existing process performance through analysis, experience and employee input in a project environment
Support the development and implementation of a formal management review of Key Performance/Operating results, and train and coach all functional areas on measurement principles
Provide support to develop support assets, e.g., tracking tool for operational excellence success stories, tracking of root cause/lessons learned from actual delivery experiences, etc.
Liaise with different teams within the organization to assess and understand data to analyze, then identify the root causes and corrective actions for service areas
Escalate and analyze identified issues and concerns to Program Head for timely resolution
Maintain current processes and incorporate documentation updates as required
Requirements
As Project Management Lead, You Have...
Some post-secondary education or completion of a post-secondary degree with a major in Business will be considered an asset
2-3 years' experience in the contact center and/or customer service industry, with at least 2 years in a Team Lead/Supervisory role
Customer service experience in a high call volume contact center environment is preferred
Must have experience maintaining and developing operational statistics, financial management information and results reporting.
Background in client relationship management will be considered an asset
Lean Six Sigma Certification (Yellow or Green) preferred but not required
Excellent verbal and written communication skills
Strong leadership, analytical, problem solving and decision making skills
Ability to work in a fast-paced, and dynamic work environment
Ability to organize and follow-up on multiple tasks/details with accuracy and timeliness
Ability to adhere to all organizational policies and procedures
Ability to work a variety of shifts including days, afternoons, evenings and holidays
Capable of performing intermediate mathematical functions
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Ability to adapt to change and innovation
Ability to influence and motivate employees to attain program goals
Basic understanding of Lean methodologies or application of kaizen method
By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.
24-7 Intouch

Manila City, Metro Manila
Permanent
Full-time