Project Leader / Level 1

Job Description
Project Leader Level 1

About the Job

Zylog delivers top jobs to top talent. We are currently seeking experienced professionals for exciting new opportunities and career advancement.

Zylog represents hundreds of client companies for both contract and permanent positions. New jobs are being filled every day and our experienced professional resource managers are waiting to help you screen the top jobs that match your skills and experience.

You don’t have time to search long lists of postings repeated on multiple web sites, so let our trained and experienced resource managers do the work for you. We review top jobs and will be the first to alert you when the right opportunity arises.


Job Description

Our client has a requirement for Project Leader for a 6 month contract opportunity. The positions are located in Toronto.


Requirements or Qualifications


Qualified Candidates will have:

The services and deliverables to be provided will include the following:


Deliverables

•Lead support for project. Responsible for planning and managing an effective support centre
•Responsible for daily support of HR and payroll configuration requests and end-user issues in a centralized environment including respective application interfaces and all levels of helpdesk support
•Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
•Identify detailed tasks necessary for team to provide effective production support and responsible for monitoring progress against tasks
•Responsible for proper staffing of the Support Centre and ongoing team training and development. Responsible for the quality of services being delivered
•Mentors team on effective production support. Responsible for compiling regular and ad-hoc daily, weekly and monthly statistics
•Liaise with Support Centre, vendor, IT, sector stakeholders and project team to ensure ongoing efforts to sustain the expected level of support to sector organizations
•Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs and compliance with the SLA
•Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
•Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
•Review call center statistics to measure staff performance and the need for improvement. Also communicate improvement area with the project leads and project manager
•Identify the need for, develop & implement changes to policies & procedures as needed


Qualifications - Knowledge, Skills and Abilities

•Computer literacy and the ability to learn new software
•Ability to manage clients expectations in complex and critical circumstances
•Critical thinking and problem solving skills
•Experience in directly managing large teams
•Experience in working with IT, Vendor, management & other teams in the project
•Experience in managing client interaction.
•Demonstrated excellent communication skills with internal/external customers
•Crisis management experience
•Strong knowledge in principles of ticketing and CRM systems
•Demonstrated excellent time management and organizational skills
•6 or more years experience in managing support centers


Other

•Flexibility with work schedule
•Knowledge of specific compensation related statistical and financial reporting data
•Knowledge of CISCO Unified Contact Centre Express
•Knowledge of Quadrant Workforce application


How to Apply

Online:

To apply for this and other suitable exciting opportunities with Zylog Systems (Canada) Ltd., you can register and apply online at www.ZylogCanada.com.

Email:

If you would like to email a copy of your resume for review, please reference this posted Job Number or Job Description in the subject line of your email for prompt identification and send your email with attached resume to Resumes@zylog.ca.


Company Overview

Zylog is internationally ranked within the top 100 in the Global Recruitment Industry, and one of the top five IT Professional Staffing Firms in Canada. Zylog is a leading provider of human capital resource management applications, and technology solutions with global delivery capability and proudly represents Fortune 500, Government, and Healthcare organizations actively seeking top talent for contract and permanent positions. Zylog leverages ISO 9001:2000 certified processes, industry best practices, and ownership of one of the largest professional talent databases in Canada; we are dedicated to the progress of our clients, consultants, and our community. Apply now or contact one of our experienced professional resource managers to help you find the perfect career to make the most of your unique skills and experience.


Top Jobs for Top Talent

www.Zylog.ca


Contact Information
Company Name Zylog Systems (Canada) Ltd.