Senior Project Lead

Job Description:
We are seeking a highly experienced Sr. project lead to join our team. The successful candidate will have a minimum of 10-15 years' experience in managing operations including a minimum of 6 years’ experience in handling a team, with expertise in ticketing tools, understanding IVR and call routing and knowledge management. Key Responsibilities: Manage the day-to-day operations of the team, ensuring that all customer inquiries and issues are addressed in a timely and efficient manner. Develop and implement processes and procedures to ensure that customer inquiries are handled efficiently and effectively. Evaluate and implement ticketing tools, understanding IVR and call routings, and knowledge management systems to improve the efficiency and effectiveness. Collaborate with other departments to identify and resolve cross-functional issues, ensuring that customer inquiries and issues are addressed in a timely and effective manner. Develop and maintain relationships with key stakeholders, including customers, vendors, and partners, to ensure that team is meeting their needs and expectations. Ensure that team is properly trained and equipped with the necessary tools and resources to effectively perform their duties. Manage the budget and resources of the team, ensuring that expenditures are in line with business objectives and priorities. Provide regular reports and metrics on the performance of the team and use this data to continuously improve the efficiency and effectiveness of the team. Qualifications: Bachelor's degree or equivalent work experience. A minimum of 8 years' experience in managing team, with expertise in ticketing tools, understanding IVR and call routing, and knowledge management. Strong leadership and management skills, with the ability to effectively lead and motivate a team. Excellent communication and interpersonal skills, with the ability to interact effectively with customers, vendors, and partners. Strong analytical and problem-solving skills, with the ability to quickly identify and resolve complex issues. Knowledge of IT service management best practices, including ITIL. Strong project management skills, with the ability to effectively manage multiple projects simultaneously. Experience with IT service management tools, including ticketing systems and knowledge management systems.

Bachelor's Degree

10

15