Position: Tolls Implementation Specialist
Company: Helpware
Experience required: 2y
Category: Support
English level: upper
Published: 2022-01-01T00:00:00+02:00

We are building customized teams in the Customer Service and Back Office for industry-leading startups and modern companies. Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better.

We are growing and have an open position as a Tools Implementation Specialist (TIS).

TIS is responsible for overseeing multiple medium-scale, multi-regional projects and acts as the primary point of contact for the internal functional groups during all phases / lifecycle of the project; Provides internal oversight for the detailed project plan for the assigned projects to ensure that client commitments are achieved within the business objectives of the Company.

Responsibilities:
"- Under direction from the Director of Global Implementation, develops / utilizes the Project Implementation Plan that will serve as master plan for the assigned projects. The project plan will contain the chronological flow of activities (both independent and interdependent) that are needed in setting up, launching and implementing a new project, or potential software/tools launch. 
 - He / She is also responsible for the full closure of projects upon completion.
- Identifies the total resource requirements for the assigned projects to ensure that projects are implemented, while ensuring that all internal requirements are met and timelines are followed.
- Manages internal communication amongst project team for an assigned project. The project team may be composed of various internal cross-functional units whose respective roles and responsibilities will be delineated in the project plan. Ensures that each project team member is clear on their group and individual targets, requirements, deliverables and timetables.
- Conducts regular internal project coordination, monitoring and review meetings to ensure that the project timetable is being implemented according to plan and the different units comply with, and complete, their respective assignments on the committed dates/timelines.
- Provides regular project progress and status reports to Director of Global Implementation and drives projects through all development phases.
-  Assesses results of testing, simulation and post launch versus the desired/expected outcome and ensures that proper corrective actions are taken to address such.
- Monitors the progress / completion status of activities in the project plan and flags any major issues that need resolution and immediate attention or corrective actions. Ensures that changes to the plans are agreed to and communicated to everyone concerned.
-  Works closely with members of the project team, or to any other units involved, to ensure timely implementation and execution of plan revisions.
- Coordinates training material development and roll-out with the assigned resources from L&D.
- Regularly reports on benefits/short-comings of various tools/softwares being tested for inclusion/use across the Helpware brand.
-  Ensures as well that agreements reached during project briefings with the project team are documented.
- Ensures that all interactions both verbal and written are professional and display appropriate courtesy.
- Ensures continuous quality improvement by constantly reviewing and improving processes, procedures and system. 
 - Documents/updates existing Implementation Process flows for review/approval by the Director of Global Implementation.

Previous Work Experience:
At least 3 years total working experience; 
2 years experience in a supervisory/managerial capacity; 
1 year experience in the Contact Center / BPO / IT industry

Skills:
Knowledge of Project Management; Project Management Skills; 
Strong skills in the use of MS Office applications (i.e. MS Word, Powerpoint, Excel, Project, Visio);
Must have extensive knowledge in project management and in the coordination and creation of project teams; 
Must possess a good combination of leadership and interpersonal skills; 
Must have excellent communication and presentation skills; 
Must exude confidence and be able to interface effectively at all levels not only within the company but also with customer organizations; 
Must be organized, analytical and logical; 
Must be flexible but at the same time, very focused and committed.

We offer:
COVID19 UPD - work from home availability applies
Downtown Kyiv location in a modern office (10-minute walk from Kontraktova);
Competitive compensation linked to UAH/USD rate;
Medical and Life insurance after the trial period;
English classes with a native speaker;
Schedule 11:00 - 20:00 Kyiv Time
Corporate training and parties.

We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted.

Please send your CV in English indicating your salary expectations.

If you have the qualifications needed and ready to maintain the required duties daily, please apply!