What are the responsibilities and job description for the Project Manager position at Planet Technology?
Project Manager - Service Excellence Transformation
We are seeking a skilled Project Manager to lead the transformation of our customer service helpdesk into a more professional and efficient operation.
About the Role
- Duration: 3 months initially, with potential extension as new projects arise.
- Work Arrangement: W2 position, requiring ability to work without sponsorship.
The ideal candidate will have a background in customer service and IT, with experience improving processes, creating documentation, and recommending changes.
Key Responsibilities
- Developing Service Level Agreements (SLAs)
- Improving Processes and Measuring Performance
- Reviewing Documentation
- Consulting with Helpdesk Teams
- Collaborating with IT Teams
- Generating Reports and Analytics
- Managing Queues
- Establishing Customer Feedback Loops
- Ensuring Quality Assurance and Compliance
- Providing Training and Development Opportunities
- Evaluating Technology
- Creating Communication Plans
- Promoting Continuous Improvement
