StaTwig - Project Lead

About:

- 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