We are seeking an experienced and dynamic Project Leader to manage and lead a team of diverse roles in our BPO setup. The successful candidate will be responsible for coaching, motivating, and developing team members to achieve exceptional performance, while ensuring seamless delivery of services to our clients. The Project Leader will interact directly with clients daily, providing insights and action plans to drive business growth and improvement.
Key Responsibilities
People Management:
- Manage and coach a team of up to 15 team members with diverse roles.
- Oversee roles which may include: Researchers, Chart Editors, Copy Editors, Forecast Data Coordinators, Data Partnership, and Business Analysts.
- Foster a positive and inclusive work culture, promoting open communication, collaboration, and teamwork.
- Develop and implement strategies to motivate and engage team members, ensuring high levels of job satisfaction and retention.
- Enforce company policies, procedures, and standards, ensuring compliance and adherence to regulatory requirements.
- Conduct regular performance management discussions, providing constructive feedback and setting goals for team members.
- Address disciplinary issues, conflicts, and grievances in a fair and timely manner.
Client Management:
- Interact directly with clients daily, providing updates, insights, and action plans.
- Develop and maintain strong relationships with clients, ensuring their needs are met and expectations are exceeded.
- Collaborate with clients to identify areas for improvement and implement solutions to drive business outcomes.
Operational Excellence:
- Develop and implement process improvements to increase efficiency, productivity, and quality of service delivery.
- Analyze performance metrics, identifying trends and areas for improvement, and implementing corrective actions.
- Conduct regular business reviews to drive business growth.
Leadership:
- Lead by example, demonstrating company values and promoting a culture of excellence.
- Develop and implement strategies to drive business growth, improve customer satisfaction, and increase revenue.
- Collaborate with other departments (training, quality, operations) to ensure alignment and effective service delivery.
Requirements
- Minimum 5 years of experience managing a team in a BPO setup or similar industry.
- Proven track record of achieving performance targets and driving business growth.
- Excellent leadership, coaching, and motivational skills.
- Strong communication, interpersonal, and negotiation skills for client interaction.
- Ability to analyze data and implement corrective actions.
- Strong knowledge of company policies and compliance enforcement.
- Bachelor's degree in Business Administration, Management, or a related field is preferred.
Preferred Qualifications
- Postgraduate degree in Business Administration or Management.
- Certification in project management (e.g., PMP or Agile).
- Experience in customer service, sales, or operations.
- Knowledge and experience on 4DX.
- Six Sigma Yellow Belt certification.
What We Offer
- Competitive salary and benefits package.
- Opportunities for career growth and professional development.
- Collaborative and dynamic work environment.
- Recognition and rewards for outstanding performance.
If you are a motivated and experienced leader with a passion for people management and client satisfaction, we encourage you to apply for this exciting opportunity!
