Project Manager

CSM Technologies

Experience:

Qualification:

Job Location:

Job Profile:

1. Experienced in overall project management with strong skills in risk identification, mitigation, and stakeholder management.
2. Proficient in preparing daily/weekly/monthly status reports for call center operations.
3. Strong team management experience, including performance monitoring, problem resolution, and handling escalations.
4. Capable of identifying, prioritizing, and escalating critical issues effectively.
5. Hands-on experience in training management, including induction, training plans, and ensuring proper upskilling of team members.
6. Knowledge of quality assurance practices such as random call monitoring and preparing quality guidelines & performance metrics.
7. Experienced in preparing and maintaining Application Knowledge Documents (AKD) and Process Knowledge Documents (PKD).
8. Ability to design and manage shift schedules and leave plans for large teams.
9. Skilled in grievance handling through call quality checks and timely resolution of tickets.
10. Strong stakeholder interaction skills ensuring smooth and seamless operations.

Candidate Profile:

1. Should have good client-facing and interpersonal skills
2. Should have good written and verbal communication skills
3. Should have good organizational skills including attention to detail and multi-tasking skills
4. Should Prepare Project Management Plan and define Project Quality Plan
5. Should Prepare the Effort estimation & EQ
6. Identification of suitable methodologies, tools, techniques, infra for project activities
7. Identify resource requirements for delegated projects
8. Identification of skills and training needs for projects
9. Should Conducting Milestone Reviews, Risk & Mitigation Plan
10. Reviewing the Project CM Plan and the Project QA Plan
11. Perform Quantitative Project Management & Control through Statistical Process Control
12. Project monitoring (resource utilization, project milestone)
13. Project documentation & reports