This is a 12 months contract assigned to one of our MNC client
Work Location: To be confirmed (during interview)
Salary Range : $4,000-$4,500
Work Rotation /Schedule
44 hours per week, able to work rotating shift hours including weekends and public holidays
Responsibilities:
1. As a Program/Project Management Lead, you will be responsible for leading business and technology outcomes for the assigned program,
project, or contracted service.
2. Leverage standard tools, methodologies, and processes to deliver, monitor, and control service level agreements.
3. Expected to perform independently and become a Subject Matter Expert (SME).
4. Required to actively participate and contribute in team discussions, as well as provide solutions to work-related problems.
5. Advanced proficiency in Program Project Management is required.
6. Intermediate proficiency in Scope Management is recommended.
7. Develop and implement project plans to ensure successful delivery of program outcomes.
6. Monitor and control project progress, identifying and addressing any issues or risks. Collaborate with stakeholders to define project scope, objectives,
and deliverables.
7. Lead and motivate project teams to achieve project goals and meet deadlines.
8. Continuously improve project management processes and methodologies to enhance efficiency and effectiveness.
9. Coach and guide customer service officers (CSOs) to answer customers’ queries and provide first call resolution
10. Conduct business reviews and provide suggestions on processes
11. Manpower management and shift adherence of CSOs
12. Monitor and coach on agent productivity to achieve SLA adherence
13. Conduct performance review with CSOs – identifying areas of training and improvement
14. Team engagement and retention strategy and implementation
15. Handle ad hoc duties as required
REQUIREMENTS:
1. Minimum 5 year of experience working in a contact center industry
2. Out of the total experience, Team Lead experience of 1 year or above preferred
3. Minimum education level: O levels
4. Active listener and possesses problem-solving skills
5. Fast learner and good team player
6. Demonstrates good customer service and communication skills and comfortable to work in a fast-paced environment
