Responsibilities:
Service Delivery Management:
- Optimize operation resources through strategic planning and AI-enabled operations
- Establish standardized management mechanisms for healthy and stable center operations
Operational Risk Monitoring:
- Implement comprehensive monitoring of operational risks across resources
- Develop risk surveillance and emergency response with cross-departmental coordination
Resource Demand Coordination:
- Manage pre-delivery requirements for new services
- Provide bidding support and maintain dynamic resource information systems
Team Empowerment:
- Leverage AI tools to enhance team capabilities
- Optimize service delivery efficiency while achieving business KPIs
Qualifications
- Bachelor's degree or higher; IELTS 6.5+ or equivalent English proficiency
- 5+ years in contact center project management (100+ headcount preferred)
- Strong logical thinking, teamwork, and communication skills
- Proficiency in data analysis and professional reporting (PPT/Excel)
- Priority given to: AI operations experience, Lean Six Sigma certification
- Experience managing multi-lingual teams (EN/ZH/MY) is a plus
