Worldwide recruitment company

Program Manager

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Position

Program Manager

About Our Client

Our client is a Consulting Services, and Business Process Outsourcing (BPO) company specialized in providing BPO operations, operations management, process engineering/ innovation, and cost optimization solutions to clients in the customer services industry. The company service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

Job Summary

The company is seeking a Program Manager to primarily manage the day-to-day operations of each line of program/business in the customer service division (Above tier 2 level of back office programs such as repair / exchange / refund / VOC / dealer support related). The Program Manager to achieve desired business outcomes by leading complex cross-functional programs consisting of multiple workstreams.

Job Description

• 1. Program Management:
• - The Program Manager serves multiple clients of global top tier consumer electrics company and co-work with partner company’s operation team in US domestic or oversea area such as Dominican Republic, Philippines
• - Effectively direct workstream leads to deliver and meet program objectives. Demonstrate leadership, partnership, and collaboration; motivate and inspire cross-functional program teams.
• - Responsible for accomplishing KPI goals set by clients, also delivering outcome of client’s requests work with partner company’s team
• 2. Collaboration :
• - Responsible for leading regular meeting with multiple stakeholders and track the status of each task based on client’s feedback
• - Respond and communicate promptly to all inquiries received via email, phone, chat from customers and prospects.
• - Collaborate with Operation management team in partner company to facilitate the new workflow/ process and implement best practices
• 3. Measurement & Reporting: Define and regularly report on program metrics and measurement and conduct assessments of quality, attendance, efficiency for overall program
• 4. Manage Risk: Continuously monitor program exposure and ensure appropriate risk communication, escalation, and risk mitigation plans are in place.
• 5. Optimize :
• - Drive continuous improvement; challenge the status quo and proactively identify gaps and opportunities
• - Provide significant contributions to activities related to customer acquisition, customer satisfaction, client relationship management, and program management

Qualifications

• - Bachelor’s degree required
• - Experience in business process outsourcing, customer service, and contact centers preferred
• - Adaptability: Highly adaptable and agile in an exceptionally dynamic and fast-paced
• environment
• - Results - Proven track record of achieving business objectives through leading complex
• enterprise-wide programs
• - Communication - Excellent communication skills; effectively achieve appropriate transparency,
• set expectations, tell a story, highlight misalignment; Effectively partner & present with senior
• executives.
• - Relationships - Collaborative; Excellent interpersonal effectiveness; Able to have critical
• conversations; Ability to build and strengthen all interpersonal relationships with co-workers,
• clients, and partners.
• - Influence - Able to achieve buy-in at executive & all levels and influence without authority.
• Readily understands business drivers, program impact, and individual motivations.
• - Skills - Deep understanding of Program and Project Management best practices and strong
• organizational skills; Proficiency in Microsoft Office (Excel, Word, Power Point, Outlook)
• - Growth Mindset - Humble and self-aware; continually seeks opportunities to improve self and
• others
• - Problem Solving - Consistently demonstrates good judgement, critical thinking, and creative
• solutioning.
• - No restrictions for overseas business trip
• - Pass a background check and drug test

What's On Offer

Apply online or feel free to contact us directly for more information about the opportunity. Due to the high volume of applicant, we regret to inform that only shortlisted candidates will be notified. Thank you for your understanding.


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