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Project Coordinator

  • Location: South East
  • Sector: Secretarial
  • Salary: £30000 - £35000 per annum + plus benefits and bonus
  • Job type: Permanent
  • Date posted: 22/11/2017
  • Job reference: MM - 4625

My client who is an international virtual contact solutions organisation based in the City is looking for an experienced project coordinator to be responsible for driving global improvements in their systems and technologies used. Working closely with Head of Customer Operations and the Global Program Manager, you will be assessing the current systems and technologies in place, making recommendations, producing functional requirements, managing projects and working with the systems/processing and engineering teams to deliver systems and technology solutions to the global organisation. These systems include the case management platform, diagnostic tools, resources to allow support personnel to make changes to customer accounts or services, the technologies that deliver customer contacts to support agents (web portal, phone and chat) and any other systems or technologies that support personnel use to do their jobs. The goals of the position are to enhance workflow efficiency and flexibility, facilitate consistency of service and adherence to policies, gather actionable data to drive process or product improvements and provide users with systems and technologies that are easy to understand and use on a global scale.

This role will require the successful individual to be flexible in terms of working out of the London office on occasion and to attend quarterly meetings in the US and one of their offices in Europe.

Responsibilities

  • Coordinate with the Global Program Manager to deploy new functionality or technology for the global Support organisation, with a focus on Europe.
  • Inventory current systems and technologies used by Support; assess usability, performance and suitability for use by various user types.
  • Track requests for functionality changes and work with the European Customer Support business teams to create projects based on support initiatives and logical groups of functionalities.
  • Taking support initiatives into account; identify technology and functionality gaps, work with the Global Program Manager to research suitable solutions and vendors and make recommendations.
  • Work with the Business Systems and Process team to arrive at agreed upon timelines to complete initiatives
  • Develop methods and metrics to evaluate effectiveness of deployed solutions.
  • Track project management performance

Requirements

  • Strong background in Customer Support Operations.
  • Strong project management and system analysis skills for implementing support systems and technology.
  • Strong knowledge of Salesforce and other CRM case management systems.
  • Demonstrated effectiveness at analysing business process and developing and implementing practical system to support business initiatives.
  • Ability to understand and evaluate a variety of technologies and platforms.
  • Solid understanding of software development cycle methodologies such as Agile for implementing support systems.
  • Strong analytical and problem-solving abilities.
  • Exceptional customer service skills and effective presentation skills.
  • Excellent written and verbal communication skills.
  • Desire and ability to work in a fast-paced, highly flexible environment.
  • Enjoy working both independently and within small and large project teams.
  • Strong leadership, organizational and prioritization skills.
  • Ability to build relationship and influence at all levels of the organisation.
  • Ability to manage multiple projects simultaneously
  • Self-motivated and proactive.

Education / Experience

  • Bachelor's degree in Computer Science or related field; or equivalent experience.
  • Proven track record of project management experience with proven ability to deliver on time and within budget.
  • A strong understanding of MS Excel, Visio and PowerPoint will be critical
  • Salesforce knowledge would be desirable

Who we work with

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