Mobilization / Operations / Project Manager

Overview

Looking for part-time work (4 hours/day)

at $19.00/hour ($1,672.00/month)

Bachelors degree

Last Active

May 7th, 2024 (5 days ago)

Member Since

October 12th, 2022

Profile Description

Operation Functions• Responsible for supervising the activities of assigned operation employees to ensurequality performance, in-depth product knowledge, and adequate sta?ng toexceed the client's goals and objectives.• Ensure the availability of sta? to answer procedure, product, and/or customer servicerelated questions in a timely and accurate manner ensuring adherence todepartmental policy and procedures.• Review available resources throughout the shift, including productivity and call volumereports, to accurately maintain sta?ng e?ciency and e?ectively determine theissuance of breaks and lunches• Review report results to make recommendations to upper management on ways toincrease productivity and e?ciency.• Based on directive from upper management, modify number of operationsemployees on a given shift.• Know and support approved departmental and corporate policies relating tobusiness procedures, philosophies, and conduct, ensuring that all e?orts are made tomeet or exceed Company goals.• Monitor weekly operations employee attrition for assigned team to ensure it is at orbelow goal• Review exit interviews, resignation letters, disciplinary actions, and terminations toobtain additional input on the potential cause of attrition• Ensure reports are created, printed, and distributed in a timely and accurate manner• Ensure consistency in the implementation and enforcement of operationalpolicies/procedures within assigned areas of responsibility• Continually keep up-to-date on customer service techniques in order to provide anexcellent experience to the caller.Quality Assurance Functions• As necessary, supervise the day-to-day customer call quality issues, the servicesbeing provided, and the ability to meet or exceed client and company goals andobjectives while ensuring adherence to department policy and procedure.• Participate in and develop procedures for the evaluation and documentation of liveand recorded customer service calls partnering with other sites as necessary toensure consistency.• Ensure audits on call quality are completed in a timely and accurate manner.• Manage analysis of trending patterns, implementing recommendations to improvethe quality of customer service.• Monitor sta?ng levels, trends, and turnover and prepare recommendations tomanagement outlining efforts to maintain a quality sta?.• Provide feedback on the development of quality training for operations employees to meet company goals and objectives.• Understand and support all departmental operating policies and procedures relatingto business procedures, philosophies, and conduct.• Communicate newly approved procedures or policies to sta? promptly, asdirected, participate in the team's quality calibration session, and ensure that theteam is scoring within the acceptable variance range.Floor Training• Provide training to assigned production trainees on the ?oor after successfullycompletion of classroom training.• Provide feedback and coaching when trainees take live calls ensuring they aremeeting departmental standards.• Continually assess trainees' ability to e?ectively maneuver through computersystems providing additional training as necessary.• Perform checklists ensuring reinforcement of learning materials, assess and graduatequali?ed trainees and assist in determining when trainees are ready to move to theoperations ?oor.• Sta? Leadership• Lead the activities of assigned staff by ensuring department functions are e?cientlyperformed in a quality-oriented environment re?ecting the West values, providingsupport and assistance as necessary.• Responsible for assigning and monitoring sta? workload and setting departmentalpriorities.• Assist sta? in striving to provide the highest level of quality, responsive servicepossible.• Monitor sta?ng levels, trends and turnover and prepare recommendations tomanagement outlining e?orts to maintain a quality sta?.• Ensure that on-the-job employee training is e?ectively conducted for allsubordinates and new departmental sta?.• Prepare and conduct timely performance appraisals of direct reports.• Coach, train, and develop subordinates to achieve quality performance.• Ensure regular status meetings are conducted with direct reports to discussactivities, projects, and issues, ensuring all issues are brought to resolution.• Comply with Equal Employment Opportunity/A?rmative Action (EEO/AA) guidelines. • Understand and support AAP policies and goals.Problem Resolution• Proactively oversee the activities involved in quality resolution of problemsrelated to the area of responsibility.• Respond with a sense of urgency to problems escalated to the employee's level.• Escalate to the supervisor any situation outside the employee's control that couldadversely impact the services being provided.• Place the highest priority on providing quality customer service by overseeing allactivities of sta?, ensuring the unique needs of customers are met.• Ensure quality resolution and thorough and accurate documentation of customerissues.• Provide analysis and feedback to management sta? and appropriate departmentsregarding recurring problems, recommending improvements aimed at reducingfuture occurrences of problems.• Participate in creating, administering, and continuously updating procedures forresolution of all related issuesTeam Interfaces• Establish and maintain a professional relationship with teaUpgrade to see actual infombers anddepartment contacts.• Cooperate with teaUpgrade to see actual infombers to meet goals or complete tasks.• Escalate work ?ow and communication issues to supervisor.• Treat all internal/external customers and teaUpgrade to see actual infombers with dignity/respect.
Mobilization• Responsible for mobilization governance of Business Process Services (BPS)mobilization projects.• Coordinate with client Leads to align Accenture and client work plans fordependencies and milestones.• Responsible for overseeing the overall implementation and is the owner of themaster project plan.• Coordinate with client Lead to gain and track client signo?s for technology projectdeliverables.• Work with client Lead to schedule and run regular overall project status meetingsand RAID log review calls.• Responsible for overall risk and issue resolution management from Accenture.Workflow Lead• Responsible for handling FTE´s and motivating project managers and has increasedemployee satisfaction rate to 95% and kudos rate to 90%.• Responsible in managing key client projects by measuring budget and projectperformance using appropriate tools and techniques.• Coordinate in execution of projects for both internal and vendor clients.• Forecasting, monitoring and tracking of all project plans.• Responsible in measuring project performance.• Developed comprehensive project plans for the clients and sta? members.• Executed quality control procedures and resolved client feedback and or complaints. • Track project performance, speci?cally to analyze the successful completion of shortand long term Upgrade to see actual infoange Management• Ensured 100% compliance rate to our metrics, KPI´s set by the clients.• Responsible in giving feedback on the change management strategy and plans forstakeholder identi?cation and sponsorship management, communications, trainingand organizational assessment.• Facilitated migration tools within consumer operations through meeting for bothinternal and external partners.• Worked closely with the project teaUpgrade to see actual infombers to gather and analyze di?erent datarequired to execute proper migration.• Identi?ed risk, auditing and execute in setting up skill hours of operations, creatingdefault reports, data validation.• Helped to increase our productivity rate up to 90% .Localization• Supervising and managing the members of the localization/translation team on allaspects of the production process. Lead a highly-capable team and managed itsbudget to meet revenue and margin targets.• Motivated and inspired a highly-capable team by leading by example and successfullymanaged to decrease the attrition rate up to 90%.• Collaborating with other departments by contributing to the development andimplementation of the organizational strategy.• Responsible in implementing quality control procedures and resolving clientcomplaints.• Building strong relationships with clients and representing the team/company atmeetings, conferences and trade shows.• Identi?ed and provided feedback on human and organizational risks to the GoogleProject Management.
Project Manager• Voice Order Management - Proactively coordinate the day order lifecycle of variousvoice products while for clients and ensuring service commitments exceed clientexpectations while adhering to corporate and policies and procedures.• Client Satisfaction - Establish an excellent working relationship with assigned clientad continuously string level of overall service that West is providing.• Research Assistance - Assist in resolving routing program quality issued by identifyingissue(s) and research manner.• Team Interfaces/Customer Service - Establish and maintain a professionalrelationship with internal/external teaUpgrade to see actual infombers and department contacts. Oversee the Project Management o?ce function.• Coordinate internal resources and third parties/vendors for the ?awless execution ofprojects.• Ensure that all projects are delivered on-time, within scope and within budget.• Assist in the de?nition of project scope and objectives, involving all relevantstakeholders and ensuring technical feasibility.• Develop a detailed project plan to monitor and track progress.• Manage changes to the project scope, project schedule and project costs usingappropriate veri?cation techniques.• Measure project performance using appropriate tools and techniques.• Perform risk management to minimize project risks.• Establish and maintain relationships with third parties/vendors.• Create and maintain comprehensive project documentation.
Virtual Assistant• Plan, organize, and execute o?ce activities and meetings.• Manage o?ce logistics.• Manage and maintain calendars.• Handle administrative tasks such as ?ling.• Complete word processing tasks.• Research and organize data.• Maintain and manage contacts.• Create presentations and documents.• Manage social media.• Gather and organize data for statistical analysis• Train and supervise other administrative sta?.