Posted on :
26 Nov, 2013
26 Nov, 2013
Manages full project cycle using specialised project methodology from scoping to closure for call centre project throughout Sub Saharan Africa. Ensures alignment with business and / or customers’ requirements. Drives interdivisional project dependencies. Ensures relevant communication guidelines are disseminated to all affected stakeholders. Develops a communication forum to establish two – way communication between the CSC leadership and staff.
-Customer Relationship Management
Specific Outcomes Communication of business changes that affect customer service delivery.
Consults and interacts with key internal and external stakeholders to improve service delivery.
Establishes and maintains cross functional collaboration
Develops internal and external stakeholder networks
Represents Engen at internal and external forums
Manages stakeholder expectations
Identifies and recommends improvement initiatives i.e. Business Process Re-Design
Utilises software packages to produce correspondence, presentations, Visio process flow diagrams
Monitors and evaluates the need for information requirements
Responds to requests for documentation and information with regards to Customer Service Centre and all relates projects
Assimilates and analyses internal and external CSC business environment factors
Monitors effectiveness of intervention by identifying measurements criteria and timeless i.e. Post Implementation Review
Recommends interventions that introduce best practice
Ensure strict adherence to Health Safety & Environment standards, guidelines and policies
Creates business case for the projects
Performs a cost benefit analysis for the project
Conduct feasibility study
Develops project plan
Implements and manages project roll out
Manages project scope changes
Manages project closure
Oversees implementation of end to end project outcomes
Establishes Document Control Procedures
Co-ordinates project infrastructure as per requirements
Co-ordinates and submits CSC Project updates and reports
Provides orientation and refresher training to CSC Project staff
Ensures change management initiatives are documented, implemented and managed
Drafts and submits costing analysis reports
Tracks realisation of identified benefits
Manages costs against approved budget
Education & Experience
Matric and or equivalent
B Com Project Management or Project Management qualification
5 years Project Management experience
2 years’ experience in Contact Centre Operations advantageous
Knowledge, Skills & Attributes Knowledge:
Project Management – Principles and Methodologies
Principles of Change Management
Principles of SLA Management
Quality Assurance Standards
Call Centre Dynamics – advantageous
MS Office – including Visio
SAP – advantageous
Planning and Organising
Business writing skills
Internal consulting skills
Call Centre Operations Reporting – advantageous
-High Impact Communication
1. All applications must be submitted to the contact details provided and in the manner requested.
2. If not submitted by the closing date, applications will automatically not be considered.
3. Engen does not guarantee that you will be called for an interview or appointed by virtue of your application.
4. Engen reserves the right not to make an appointment.
5. Engen’s approved Employment Equity plans and targets will be considered as part of the recruitment process.