Job description

1. Service Delivery Management:

- Optimize operation resources through strategic planning and AI-enabled operations

- Establish standardized management mechanisms for healthy and stable center operations

2. Operational Risk Monitoring:

- Implement comprehensive monitoring of operational risks across resources

- Develop risk surveillance and emergency response with cross-departmental coordination

3. Resource Demand Coordination:

- Manage pre-delivery requirements for new services

- Provide bidding support and maintain dynamic resource information systems

4. Team Empowerment:

- Leverage AI tools to enhance team capabilities

- Optimize service delivery efficiency while achieving business KPIs

Job Requirement

1. Bachelor's degree or higher; IELTS 6.5+ or equivalent English proficiency

2. 5+ years in contact center project management (100+ headcount preferred)

3. Strong logical thinking, teamwork, and communication skills

4. Proficiency in data analysis and professional reporting (PPT/Excel)

5. Priority given to: AI operations experience, Lean Six Sigma certification

6. Experience managing multi-lingual teams (EN/ZH/MY) is a plus