Provide leadership in the investigation, planning and execution of new small to medium sized Customer Service projects and related initiatives; represent Customer Service on cross-functional project teams to ensure departmental requirements and customer needs are identified. Ensure successful execution of Customer Service projects to meet scope, schedule, cost and quality parameters.
Oversee project scheduling, budgeting, contingency planning; manage resources and risk, reporting and customer satisfaction; analyze costs, schedule and performance of options in order to make recommendations as to preferred alternatives. Ensure departmental requirements are documented and identified as part of the project. Collaborate with operational managers to gather project requirements; advocate for the customer on cross-functional project teams.
Coordinate, delegate and monitor staff work assignments; provide ongoing guidance and support in the completion of project activities. Recognize and reinforce individual, team and contact centre accomplishments. Provide coaching and development to staff to enable high performance, superior quality, continuous improvement and innovation.