Project Manager

To lead and manage an operational project for a government entity, overseeing all operational and administrative aspects, ensuring performance and quality targets are achieved, and maintaining full compliance with client requirements and service level agreements. The role includes supervising Customer Service teams and Customer Service Supervisors.RequirementsLead and manage the project from an operational and administrative perspective, ensuring delivery in line with the approved scopeDevelop and maintain the project operational plan and monitor execution progressOversee Customer Service teams and Customer Service SupervisorsEnsure smooth day-to-day operations and high-quality service deliveryDefine and monitor Key Performance Indicators (KPIs) and operational targetsEnsure compliance with all applicable policies, procedures, and government entity requirementsMonitor service quality and handle escalations and operational issuesAct as the main point of contact with the government entity and key stakeholdersPrepare and submit regular operational and performance reports to senior managementIdentify operational risks and implement mitigation and improvement plansLead training and development initiatives for project teamsEnsure adherence to Service Level Agreements (SLAs)Manage resource allocation and operational schedulingRecommend and implement process improvement initiativesOversee the use of operational systems and customer management platformsQualificationsBachelor's degree in Business Administration, Management, or a related fieldPMP certification or equivalent is preferredProven experience in project management or operations managementExperience supervising Customer Service functionsPrior experience working on government-related projects is a plusSkills & CompetenciesStrong project management and planning skillsLeadership and team management capabilitiesPerformance monitoring and analytical skillsExcellent communication and professional reporting skillsProblem-solving and decision-making abilityAbility to work under pressure and manage prioritiesContinuous improvement mindsetProficiency in operational and customer management systemsStakeholder management and presentation skills#J-18808-Ljbffr