Contact Centre Executive / Tele-marketing / Tele-Sales

Role Summary

Accountable for a minor program or one or more projects with focus on the creation of the project/program objective and planning documents and manages the implementation, reporting, and performance of the overall project/program with the expectation of delivering on time, within budget, and to scope.

Job Responsibilities

Project Team Management

Lead a small project team; communicate the necessary outcomes and the direction required to achieve them; coordinate team actions on project tasks; request additional team member support when needed; and identify areas of improvement to build the capability of the team through training, coaching, and mentoring.

Project Planning

Produce workstream or project plans, ensuring that all activities are identified, are appropriately organized to deliver project objectives, and comply with the organization's project management framework.

Project Scope Definition

Manage the delivery of research, workshops, and other activities to support the specification and agreement of project deliverables.

Stakeholder Management

Plan and deliver stakeholder engagement activities to develop effective working relationships for projects and to ensure that stakeholder needs and concerns are identified and met.

Requirements Management

Coordinate the identification and elicitation of requirements; conduct analysis of those requirements for completion and alignment; document and manage requirements throughout the life of the project; and coordinate the verification of the end deliverable. Generally done at the level of project phases.

Project Risk and Issue Management

Identify and evaluate risks, issues, dependencies, and constraints associated with the project, escalating matters where appropriate. Where necessary, develop, agree on, and implement solutions to overcome these concerns.

Project Reporting and Review

Draft project review reports and presentations, including key information, commentary, and recommendations, to support the review process and enable stakeholders to evaluate progress and agree on change.

Project Resource Management

Manage the deployment of project resources, proactively managing project costs, providing forecasts, and presenting variances with narrative at appropriate review points to ensure effective utilization.

Document Preparation

Prepare moderately complex documents using a variety of applications for technology devices, such as standard office software. Also responsible for gathering and summarizing data for reports.

Project Closeout and Handover

Draft elements of product documentation and user training to support handover to business as usual. Contribute to post-project reviews and identification of lessons learned.

Project Assurance

Conduct assurance reviews within the project, facilitate the delivery of assurance reviews by independent third parties, and take appropriate action to resolve any issues identified, so that senior stakeholders have confidence that the project can deliver according to time, budget, and quality.

Education

• Bachelor's Degree or Equivalent Level 6