Development and Service Manager

Role : XX
Location : XX

Role Purpose:

To lead and manage end-to-end projects within the call center division ensuring timely and cost-effective delivery while mitigating risks enhancing operational readiness and promoting continuous process improvements. The role also ensures effective cross-functional collaboration to deliver on strategic objectives and improve customer experience.

Key Accountabilities of the role

• Lead and manage end-to-end call center projects (e.g. process improvement system upgrades workforce optimization IVR redesign new service implementations).
• Define project scope goals and deliverables in collaboration with senior management and stakeholders.
• Develop detailed project plans including timelines milestones and resource allocation.
• Monitor project progress and proactively manage risks issues and changes in scope.
• Conduct regular project reviews and status reporting to stakeholders and leadership.
• Work closely with cross-functional teams such as IT Quality Assurance Training HR and Workforce Management.
• Ensure all project documentation is accurate and up-to-date.
• Manage vendor relationships when external services are involved.
• Drive continuous improvement initiatives within the call center through data-driven analysis and stakeholder feedback.
• Ensure projects are aligned with business objectives and contribute to enhancing customer satisfaction and operational KPIs.
• Support change management and communication efforts for smooth adoption of new processes or tools.
• Coordinate user acceptance testing (UAT) go-live planning and post-launch reviews.
• Monitor project-related KPIs (AHT FCR CSAT NPS) and implement corrective actions as needed.
• Identify opportunities for automation digitization and lean process improvements
  

Performance Indicators:

• On-time and on-budget delivery of projects.
• Stakeholder satisfaction and engagement.
• Improvements in call center KPIs (e.g. service level AHT FCR CSAT).
• Adoption rate of implemented solutions.
• Risk mitigation and issue resolution effectiveness.

Specialist Skills / Technical Knowledge Required for this role:

• Bachelors degree in Business Administration Project Management or related field.
• Project Management Professional (PMP) certification or equivalent is a plus.
• Minimum 7 years of experience in project management preferably within a call center or customer service environment.
• Experience with project management tools (e.g. MS Project Asana Jira Trello).
• Familiarity with call center systems such as CRM ACD IVR and WFM tools is an advantage

Performance Indicators:

• On-time and on-budget delivery of projects.
• Stakeholder satisfaction and engagement.
• Improvements in call center KPIs (e.g. service level AHT FCR CSAT).
• Adoption rate of implemented solutions.
• Risk mitigation and issue resolution effectiveness.