Project Manager - Cape Town, South Africa - Ascensos

Ascensos

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

LOCATION
Cape Town, South Africa

TYPE
Remote, Office Based

POSITION
Full Time, Permanent

DATE POSTED
22/03/2024

Ascensos is built on our belief that not all contact centres need be the same.

We bring a fresh approach to outsourced customer service, offering omnichannel customer contact solutions across traditional, digital & social channels.

We are an owner-managed, next-generation boutique contact centre.

We draw from our awarding winning background of world-class customer experience, combined with the digital mindset and the latest emerging technology to shape customer experience solutions for tomorrow's customer needs.

Within eight years, we have expanded our operations across Europe, with sites in Scotland, England, Romania and Turkey. For us, it's all about loving what you do.
Due to our significant growth, we are looking for a Client Services Manager to join our team.

What To Expect

As Client Services Manager, you will play a fundamental role in managing the partnership with our clients, from onboarding, through transition, transformation, and continuous improvement.

As Project Manager, you will play a fundamental role in managing the partnership with our clients, from onboarding, through transition, transformation and continuous improvement.

Reporting to the Head of Client Services, this role involves working with all areas of the business and coordinating the input of team members and clients to deliver the strategic aims of Ascensos and our clients.

We seek a Project Manager who can demonstrate a passion for working collaboratively with our clients, the leadership team and our colleagues to deliver solution-focused projects to time, cost and quality, with the commitment to delivering on our end goal of a world-class customer experience.

To support and compliment the client operational support framework ensuring a meaningful relationship exists built from trust of getting things done
Identifying opportunities in efficiency and growth, working with internal and external specialists to develop accounts by presenting innovative solutions and plans to deliver on them.
Bringing new Ideas and solution design that will elevate the client and business proposition. Developing a solutioning and recommendation led attitude within that is driven by listening and curiosity of the clients' challenges and business on all levels
Creating and delivering continuous improvement plans aligned with our client and business objectives.
Working closely with transformation and insight centralised functions to develop objectives once executed that improve client and partner relationships on all levels
Full ownership of and responsibility for the successful management of each project, from scoping through to delivery, including; identifying and monitoring project risks and opportunities.
Managing our client's expectations and project deliverables to ensure successful delivery of each project, effectively communicating with internal and external stakeholders at all times.
Building strong relationships and working collaboratively with Operations Managers and key stakeholders across all areas of Ascensos and our clients' businesses.
Creating and presenting reporting packs in conjunction with Operations managers and other specialists for client review meetings. Working closely with transformation and insight centralised functions to develop objectives once executed that improve client and partner relationships on all levels
Establishing and maintaining project governance reviews, including the compliant development and delivery of all project documentation aligned to our contractual obligations.

You will be well versed in building strong stakeholder relationships, with the ability to understanding their requirements and aspirations and translate them into efficiency gains and development opportunities through leveraging our best in class technology and commitment to best practice.

To be successful in this role, you must be able to demonstrate:

Top class communication skills with the ability to influence, negotiate and explain technical / non-technical solutions clearly and concisely to clients and colleagues.
Superior presentation and communication skills, both written and verbal.
Relevant experience, preferably within a contact centre / BPO environment, with a strong understanding of the customer experience and related technologies that support customer service engagement: e.g. Zendesk, Salesforce, Other CRM style systems.
Proven experience in a project management capacity with an excellent track record of client account management.
Strong commercial awareness
An understanding of formal project management methodology and business process development.
Knowledge of the retail sector, our competition and positioning within the market. With a keen interest in following the latest industry developments.
Experience of delivering projects in a fastpaced environment with the a