Essex - Project Lead

Job Description
- Understand project scope, goals, and deliverables of the project.- Effectively communicate project requirements to team members and stakeholders in a timely and clear fashion by identifying and managing project dependencies and critical paths.- Help project team to plan and schedule project timelines and milestones using appropriate tools.- Liaise with project stakeholders on an ongoing basis.- Identify and resolve issues and conflicts within the project team.- Develop and deliver progress reports, proposals, requirements documentation, and presentations.- Facilitate the onboarding process for new clients and projects, ensuring smooth transition and understanding of client requirements.- Monitor and analyze Average Handling Time (AHT), conducting time and motion studies as necessary to identify areas for improvement. Provide guidance and support to associates to enhance productivity.- Address queries and concerns from associates and quality analysts, resolving issues promptly to maintain operational efficiency.- Maintain regular communication with associates and quality analysts to discuss Root Cause Analysis (RCA) on quality concerns raised by clients. Collaborate on strategies to address productivity challenges and implement solutions effectively.- May lead or participate in special projects or client specific initiatives as directed- Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas.- Define project success criteria and disseminate them to involved parties throughout the project life cycle.- Conduct project post-mortems and create recommendation reports to identify successful and unsuccessful project elements.- Develop best practices and tools for project execution and management.- Strong project management skills, with the ability to manage multiple, complex projects.- Rigorously manage scope to ensure commitments are achieved within agreed time, cost, and quality parameters, with a focus on delivering business benefits.- Identify and resolve issues and risks proactively.- Track and control financial objectives such as Gross Margin and Productivity.- Should have at least 2+ years experience in delivering projects using Agile methodology.- Must be able to create slide decks and make pitches to customers.- Must be able to draft Statements of Work, close the scope correctly, and provide pricing based on approved rate cards.Expectations from Business Team:- Lead a team of project coordinators/associates.- Act as PM for specific key projects.- Serve as backup for project coordinators/associates during their absence or to manage peak volumes.- Be open to play the Account Manager role when required.- Responsible for all operational metrics and continuous improvement.- Will eventually get into a partial or full operations role based on progression.