A Project Lead is responsible for managing and overseeing projects aimed at improving performance, enhancing client satisfaction, and achieving business objectives.
They ensure projects are completed on time and meet client quotas and client specific requirements.
Additionally, they coordinate with various departments and teams to drive the successful execution of the projects.
ESSENTIAL DUTIES AND RESPONSIBILITIES
These include the following. Other duties may be assigned at the discretion of management in the context of the role:
1.Production Management:
•Prepare and execute project plans for the day, including contingency plans when a project doesn’t start, sample runs out, a project fix is required, or during any other unexpected down time.
•Prioritize resources to ensure all project needs are met.
•Run reports and document shift notes after dialing has been completed.
•Maintain knowledge of ongoing Tracking Projects and manage team to perform
•Quota Management: Monitor production reports throughout the shift to ensure productivity is meeting or exceeding standards. Address any production concerns immediately.
•Consistently walk the floor and/or run real-time reports to ensure smooth running operations. Address issues as they arise.
•Ensure Telephone Interviewers not meeting production requirements are appropriately and consistently performance managed.
2.People Management:
•Ensure Telephone Interviewer and Production Lead transitions are executed expeditiously, and breaks are well-planned, and their time accurately reported.
•Provide Production Leads with production and shift information to ensure teams are operating smoothly and have the tools needed for success on the project.
•Collaborate with supervisory staff to develop and receive approval on production games and incentives to increase production, quality and employee engagement.
3.Telephone Interviewing - Conducting telephone interviews is an essential part of the job and helps supervisors better understand and coach those they support, retain interviewing skills, and ensure completion of projects on time.
•Deliver prepared scripts to persuade respondents to answer the designated survey
•Once they agree to participate, conduct a survey with respondents following prepared script for assigned study. Based on answers, alter follow-up questions as outlined by the survey instructions
•Document respondent answers by accurately and efficiently typing them into the system
4.Other tasks/duties may be assigned from time to time as needed.
REQUIRED SKILLS & QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience:
•2+ years work or higher education experience.
•Demonstrated success as a Telephone Interviewer including consistently high production and quality scores.
Specialized Skills:
•Able to quickly learn proprietary software and system changes/upgrades as needed.
•Strong mathematical skills required.
•Microsoft Office skills, particularly with Outlook, Word, Excel and PowerPoint, are a plus.
•Able to work varying shifts including nights and weekends.
•Able to respond calmly and effectively to upset respondents and/or employees and escalate to Human Resources as needed.
Accountability – Proven results while managing changing priorities as well as maintaining direction and focus through proactive planning and organized approaches to work in order to meet deadlines and manage time effectively. Must demonstrate strong attention to detail and be conscientious, reliable, and punctual.
Communication Skills – Adjusting accordingly to demonstrate sensitivity to cultural differences while maintaining the highest level of abilities in all aspects of communication, written, oral, listening and expressing ideas.
Leadership Skills - Ability to model behavior and attributes expected by others.
Teamwork - Ability to work effectively independently and harmoniously within a team while communicating a “can do”
attitude and positive outlook. Willing to pitch in and do more than is required
