IIM BPO Production Project Lead

Konica Minolta Business Solutions, U.S.A., Inc.•Fulton, MD

About The Position

The IIM BPO Production Project Lead position is responsible for monitoring Production employee performance and customer issues. This role is responsible for ensuring Production projects are on track. The IIM BPO Production Project Lead will work closely with the BPO Manager, and is responsible for ensuring that they are providing an accurate snapshot of what is happening in Production at any given time. In addition, the IIM BPO Production Project Lead is responsible for new hire training of Production employees.

Requirements

Excellent interpersonal and communications skills
Strong listening skills; ability to understand customers’ needs and equate them to IIM BPO Services
Ability to execute within a team structure
Ability to collaborate with internal partners and external vendors
Strong knowledge of the BPO capture software
Strong knowledge of Microsoft Word and Excel
Minimum one year of experience in BPO Services or a related industry
Experience identifying and communicating business process improvements
Experience servicing internal and external customers
Experience working with external vendors/ partners

Nice To Haves

Knowledge of Business Process Outsource, back-file and day forward scanning preferred
Two- year college degree or satisfactory completion of a business curriculum from an accredited school and/ or equivalent work experience preferred

Responsibilities

Customer Issues and Escalation
Project Turnover/Setup
Team Training and Development
Achievement of Center Metrics
Staff Scheduling/Monitoring
Oversee Temporary Staffing
Work closely with staff to help resolve any Production team issues
Keep track of, address, and appropriately escalate issues that arise with any customers and projects
Monitor project deadlines and keep the Manager informed of any potential issues
Train/educate team on Production skills needed, as well as on project-specific tasks
Monitor performance metrics and keep the Manager informed of any potential issues
Maintain and adjust the Production staff schedule to achieve standard efficiency
Perform other duties as assigned