job description
Join Tsing Digital Technology Sdn Bhd as a BPO Project Manager in the vibrant hub of Bali and take the lead in transforming business process outsourcing operations. This is a unique opportunity for a dynamic and results-driven professional to oversee end-to-end project execution, drive process optimization, and deliver exceptional service quality in a multicultural environment.
In this pivotal role, you will manage cross-functional teams, ensure seamless client deliverables, and implement innovative strategies to enhance operational efficiency. Your expertise in BPO management, team leadership, and process improvement will be instrumental in scaling our operations while maintaining the highest standards of service excellence. Fluency in English is essential, and proficiency in Chinese will be a significant advantage.
If you are a strategic thinker with a passion for operational excellence and a track record of driving success in fast-paced BPO environments, we invite you to apply and be part of our mission to redefine industry standards.
Responsibility
- Lead and manage end-to-end BPO project lifecycles, from planning and execution to delivery and evaluation.
- Develop and implement process optimization strategies to enhance efficiency, reduce costs, and improve service quality.
- Oversee a multidisciplinary team of customer service, operations, and support staff, ensuring alignment with project goals.
- Monitor KPIs and SLAs, providing actionable insights and data-driven recommendations to stakeholders.
- Collaborate with clients to understand business needs, define project scopes, and ensure deliverables meet or exceed expectations.
- Identify and mitigate risks, resolving escalations promptly to maintain seamless operations.
- Drive continuous improvement initiatives by leveraging industry best practices and emerging technologies.
- Foster a high-performance culture through coaching, mentoring, and professional development of team members.
Qualifications
- Bachelorās degree in Business Administration, Management, or a related field; Masterās degree is a plus.
- Minimum 5 years of experience in BPO, call center, or customer service operations, with at least 2 years in a managerial role.
- Proven track record of managing large-scale projects and delivering measurable results in a fast-paced environment.
- Strong leadership, communication, and interpersonal skills to engage with teams and stakeholders at all levels.
- Proficiency in English (written and verbal); fluency in Chinese (Mandarin) is highly desirable.
- Expertise in process mapping, workflow automation, and performance analytics.
- Familiarity with CRM systems, BPO tools, and project management software (e.g., Salesforce, Zoho, Asana).
- Ability to work under pressure, adapt to changing priorities, and meet tight deadlines.