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\u2019 requirements. Drives interdivisional project dependencies. Ensures relevant communication guidelines are disseminated to all affected stakeholders. Develops a communication forum to establish two \u2013 way communication between the CSC leadership and staff.<\/p>\n
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Key Responsibilities <\/strong><\/p>\n -Customer Relationship Management <\/p>\n <\/p>\n Education & Experience <\/strong><\/p>\n Matric and or equivalent <\/p>\n <\/p>\n Knowledge, Skills & Attributes Knowledge:<\/strong> <\/p>\n <\/p>\n Skills:<\/strong> Attributes: <\/p>\n
\n-Stakeholder Relations
\n-Operational Management
\n-Project Management
\n-Change Management
\nSpecific Outcomes Communication of business changes that affect customer service delivery.
\nConsults and interacts with key internal and external stakeholders to improve service delivery.
\nEstablishes and maintains cross functional collaboration
\nDevelops internal and external stakeholder networks
\nRepresents Engen at internal and external forums
\nManages stakeholder expectations
\nIdentifies and recommends improvement initiatives i.e. Business Process Re-Design
\nUtilises software packages to produce correspondence, presentations, Visio process flow diagrams
\nMonitors and evaluates the need for information requirements
\nResponds to requests for documentation and information with regards to Customer Service Centre and all relates projects
\nAssimilates and analyses internal and external CSC business environment factors
\nMonitors effectiveness of intervention by identifying measurements criteria and timeless i.e. Post Implementation Review
\nRecommends interventions that introduce best practice
\nEnsure strict adherence to Health Safety & Environment standards, guidelines and policies
\nCreates business case for the projects
\nPerforms a cost benefit analysis for the project
\nConduct feasibility study
\nDevelops project plan
\nImplements and manages project roll out
\nManages project scope changes
\nManages project closure
\nOversees implementation of end to end project outcomes
\nEstablishes Document Control Procedures
\nCo-ordinates project infrastructure as per requirements
\nCo-ordinates and submits CSC Project updates and reports
\nProvides orientation and refresher training to CSC Project staff
\nEnsures change management initiatives are documented, implemented and managed
\nDrafts and submits costing analysis reports
\nTracks realisation of identified benefits
\nManages costs against approved budget<\/p>\n
\nB Com Project Management or Project Management qualification
\n5 years Project Management experience
\n2 years\u2019 experience in Contact Centre Operations advantageous<\/p>\n
\nProject Management \u2013 Principles and Methodologies
\nCommunication strategies
\nPrinciples of Change Management
\nPrinciples of SLA Management
\nQuality Assurance Standards
\nCall Centre Dynamics \u2013 advantageous<\/p>\n
\nMS Office \u2013 including Visio
\nSAP \u2013 advantageous
\nProject Management
\nChange Management
\nMobilising Teams
\nPlanning and Organising
\nQuality Management
\nRisk Management
\nMultimedia Communication
\nBusiness writing skills
\nInternal consulting skills
\nCall Centre Operations Reporting \u2013 advantageous<\/p>\n
\n-Financial Acumen
\n-High Impact Communication
\n-Organisational Savvy<\/p>\n