Production Project Lead

About the role

The IIM BPO Production Project Lead is responsible for monitoring Production employee performance and customer issues, ensuring Production projects stay on track, and providing an accurate snapshot of Production operations to the BPO Manager. This role also oversees new hire training for Production employees.

Responsibilities

• Address and escalate customer issues
• Manage project turnover and setup
• Develop and train team members on Production skills and project-specific tasks
• Monitor and achieve center performance metrics
• Schedule and monitor Production staff to maintain standard efficiency
• Oversee temporary staffing
• Resolve Production team issues and escalate project or customer concerns to the Manager
• Track project deadlines and report potential issues
• Monitor performance metrics and report potential issues to the Manager
• Maintain and adjust the Production staff schedule
• Perform other duties as assigned

Requirements

• 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 or partners

Qualifications

• Excellent interpersonal and communication skills
• Strong listening skills and ability to understand customer needs
• Ability to execute within a team structure and collaborate with internal and external partners
• Strong knowledge of BPO capture software
• Knowledge of Business Process Outsourcing, back-file, and day-forward scanning (preferred)
• Strong knowledge of Microsoft Word and Excel
• Two-year college degree or equivalent business curriculum, or equivalent work experience (preferred)

About Us

Konica Minolta Business Solutions partners with clients to support their digital transformation through its Intelligent Connected Workplace portfolio. The company offers IT Services, intelligent information management, video security solutions, managed print services, office technology, and industrial and commercial print solutions. Konica Minolta is recognized for its innovation, customer loyalty, and industry awards, including being ranked on Forbes' 2025 America's Best Large Employers list and receiving multiple Keypoint Intelligence awards for its bizhub series.

Konica Minolta operates on a North American Shared Services model, aligning cross-border priorities and enhancing service delivery to its field organization.