Project Manager

Job description

Lead and manage an operational project for a government entity, ensuring performance and quality targets are met and full compliance with client requirements and SLAs. The role supervises Customer Service teams and supervisors, develops and monitors the project operational plan, defines and tracks KPIs and operational targets, monitors service quality and handles escalations, acts as main contact with the government entity and stakeholders, prepares regular operational and performance reports for senior management, identifies operational risks and implements mitigation plans, leads training and development initiatives, manages resource allocation and scheduling, recommends and implements process improvements, and oversees operational systems and customer management platforms

Requirements

• Excel
• project management
• customer service
• stakeholder management
• process improvement
• compliance
• training and development
• resource management
• planning
• performance monitoring
• reporting
• problem solving
• decision making
• work under pressure
• continuous improvement
• proficient in operational and customer management systems
• presentation skills

Skills