Job Description :
Summary
The Global Global Support Services Project Specialist is directly responsible to manage the review, up-design, refresh and implementation of materials for projects including but not limited to new or existing client launch, internal projects and initiatives.
This role is expected to rely on their experience, functional knowledge, outstanding communication and leadership skills, attention to detail and sound judgment to plan and accomplish critical business and departmental objectives within a diverse range of business environments. This position requires very minimal supervision from senior management and is expected to consistently perform well while working independently and indirectly leading any required project teams.
Responsibilities
- Responsible to manage and oversee the successful implementation of Global Support Services projects/initiatives:
- Project launch where appropriate including relevant parties.
- Project execution through the application of functional methodology and global process to: Act in a primary liaison capacity, establish deadlines, assign functional responsibilities, lead and direct the work of others, facilitate, communicate and monitor project progressto ensure a quality deployment is completed on time, according to specifications and within budget.
- Assign clear roles and responsibilities within the Global Support Services project team.
- Risk identification and mitigation.
- Escalation and change management.
- Communicate and document key program requirements and status to clients, internal team members and other key stakeholders including an executive audience
- Track, manage and assess hours and expenses for project resources to ensure accuracy and the project is within budget guidelines where provided
- Partner with internal teams and clients to support the pursuit of new or expansion business opportunities through supporting the design of learning materials for delivery across operational teams/Agents including measurement of performance and assessment of new skills and competencies.
- Support the deployment, promotion and achievement ofdepartmental and corporate strategy, business goals and objectives through delivery of the learning tools and programs. Take an active role in departmental improvements such as tools, templates, processes.
- Other duties as required.
Education
- BA/BS or equivalent degree required
Skills and Experience
- Extensive experience (5+ years) leading the implementation of medium to large scale global projects, including the management and oversight of diverse functional project teams. Capable of effectively facilitating meetings and developing and executing detail-oriented project plans and deliverables.
- Experience in the call center industry (Training, Quality Assurance, Workforce Planning).
- Experience with client facing, senior and executive level management communications and formal presentation delivery.
- Excellent experience with project management and word processing software, spreadsheet and flowcharting applications (MS Project, MS Office, Excel and Visio).
- Operational management experience within a call center production environment strongly preferred.
- Experience of the process of Learning program design and delivery would be an advantage.
Other
- Must be available to travel domestically and internationally as required based on business need.
- Must effectively support varied time zones as required based on business need
