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Project Manager Required Experience: The successful candidate will demonstrate a background in Contact/Call Centre managment. ideally consisting of a minimum of 2 years experience in the industry. This experience should specifically encompass the management of a team. Main Purpose: To manage and co-ordinate a project and project team in order to deliver the client's definitions of success (DOS) and the business needs Key Areas of Responsibility: Project Objectives - to identify and delegate the project, team and individual objectives required in order to successfully deliver the DOS and the commercial objectives Project Planning- to plan the tasks and processes required in order to achieve success, through the development and implementation of project plans and project tools/methodology Client Relationship - to be responsible for managing or allocating the day to day client contact, in accordance to contact strategy Project Delivery - to deliver the client DOS, project target revenue at agreed gross profit levels and project objectives within the required timescales and budget Project Co-Ordination - to co-ordinate ongoing project activity through the use of project plans, holding regular updates with the team, to ensure project objectives are delivered Allocation of Individual Responsibilities - to align the company, DOS and project objectives, briefing the objectives to the project team and agreeing individual responsibilities, SMART objectives and performance criteria Daily Team Reporting - to be responsible for the day to day reporting and management of the project team members, including support function members Resource Allocation - to identify the skill sets and most effective human resource required to deliver the DOS, reallocating project members as required, in order to deliver ongoing project objectives Project Implementation and Briefing - to hold initial project implementation meeting, preparing full client brief and documentation for team members Invoicing - To ensure the accurate and timely invoicing and minimisation of debtor days Individual and Team Development - to identify the training and development needs of team members in order to meet project roles and responsibilities Project Appraisals - to carry out regular individual updates and appraisals in order to review progress against individual project objectives and identify any development needs Project Measurement - to identify the success criteria against which the project will be delivered, and to monitor achievement of this success providing activity and progress reports on project achievements against the project objectives Team Quality - to monitor and address individual and the project team quality, ensuring the project is delivered in accordance to required standards Behaviours Working together
• Initiates communication about specific areas of expertise across the organisation
• Establishes and maintains formal and informal communication processes within the team
• Puts forward persuasive arguments and negotiates to achieve win-win situations
• Identifies and influences others to see the benefit of cross site /functional working Leading others by example
• Delegates project responsibilities and provides support and coaching as required ensuring team commitment to them
• Agrees team/project objectives and ensures team members understand and achieve them
• Ensures all individual within project/skills team have development plans and are provided with the support to achieve them
• Aligns project objectives with team and individual objectives Building the platform for value added service
• Drives and implements the delivery of new services
• Creates opportunities for the staff to develop new ideas/services/solutions
• Acts as one of the leaders of the development of new business initiatives
• Recognises input from others, encouraging and building on ideas Managing and delivering the business
• Translates strategic plans into implementation plans
• Ensures service requirements are sized effectively and commercially viable propositions developed
• Identifies and helps develop new business initiatives
• Agrees and achieves business targets, translating the account plan and DOS into project objectives Development
• Helps set individual performance objectives, providing constructive performance feedback
• Identifies individual training and development needs in order to achieve project objectives
• Tracks individual progress and performance against objectives, highlighting areas of development
• Carries out monthly performance updates with individual team members Results Orientated
• Identifies, controls and influences factors affecting project DOS achievement
• Clarifies project objectives and initiates methods and processes to achieve project results
• Co-ordinates project activity, monitors progress towards targets and intervenes when necessary
• Acts clearly and decisively when targets are threatened, taking timely actions Analysis and decision making
• Demonstrates an understanding of the impact of actions on the team, client and the company
• Considers the long term consequences of actions before making and implementing decisions
• Balances the needs of the company and the client when making and implementing decisions
• Thinks in terms of objectives rather than generalisations, making them both clear and realistic Knowledge
• Commercial understanding of client business
• Detailed understanding of client DOS and account plan
• Knowledge of client strategy, contact strategy, escalation processes
• Understanding client tactical and strategic needs
• Project processes
• Mechanics of delivery
• Financial analysis Skills
• Project management processes
• Analysis and reporting
• Performance management
• Planning and prioritisation
• Objective setting and action planning
• Skills analysis
• Negotiation
• Influencing and communication
• Interpersonal

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Published at 11-02-2008
Viewed: 721 times