job description
Join Quess as a BPO Transition Manager in the vibrant heart of Bali! This is a unique opportunity for seasoned professionals with 10+ years of experience in BPO environments, specializing in transition and migration projects. You will lead high-impact initiatives, ensuring seamless operational shifts while maintaining service excellence.
In this hybrid role, youâll collaborate with cross-functional teams to drive efficiency, mitigate risks, and deliver scalable solutions. Your expertise will be pivotal in shaping the future of our clientâs business processes in a dynamic, fast-paced setting.
Baliâs thriving business ecosystem offers an unparalleled work-life balance, blending professional growth with the islandâs inspiring culture and lifestyle. If youâre a strategic thinker with a proven track record in BPO transitions, we want to hear from you!
Responsibility
- Lead end-to-end transition and migration projects for BPO clients, ensuring minimal disruption and maximum efficiency.
- Develop and execute detailed transition plans, including timelines, resource allocation, and risk mitigation strategies.
- Collaborate with stakeholders, vendors, and internal teams to align on project goals and deliverables.
- Monitor and report on transition progress, identifying bottlenecks and implementing corrective actions.
- Conduct gap analyses and process improvements to optimize workflows post-transition.
- Train and mentor onboarding teams to ensure smooth knowledge transfer and operational readiness.
- Ensure compliance with SLA, KPI, and quality standards during and after transition phases.
- Drive cost-saving initiatives without compromising service quality or client satisfaction.
Qualifications
- 10+ years of experience in BPO, with at least 5 years in transition/migration management.
- Proven track record of successfully leading large-scale BPO transitions (500+ FTEs preferred).
- Strong expertise in process mapping, change management, and stakeholder communication.
- Excellent project management skills (PMP or Six Sigma certification is a plus).
- In-depth knowledge of BPO tools, CRM systems, and workflow automation.
- Exceptional analytical and problem-solving abilities with a data-driven approach.
- Fluency in English (written and verbal) with strong presentation skills.
- Ability to work in shifting schedules and adapt to hybrid work arrangements.