REPORTING RELATIONSHIP As a Project Manager, you will report directly to the assigned Operations Director of the account you will be assigned to. SCOPE OF WORK As a Project Manager, it is expected that you will be able to deliver the following: Project Management R & R Staff Management & Leadership Group business consulting, recommending strategic direction and operational strategies, contributions to policy planning, program development, staffing strategy and budget planning, Manage the day-to-day activities of the Team to ensure the delivery of the required SLAs of the group. Ensure that service standards are met. Deal with complex and difficult cases and exercise discretion with customer complaints via telephone and correspondence. Implement quality controls and monitor staff’s performance ensuring the exceed standard performance goals. Review and modify work procedures. Ensuring adequate staffing support and resource management Deliver effective service recovery. Ensuring discipline and adherence to SOP. Provide service performance and other management reports. Liaise with customers, different departments, and vendor issues. Consistently improve on the process of operation to improve service level quality. Manages employee related or performance corrective items in collaboration with his leaders and the Human Resource Group. Collaborates with Training, Quality and Operations Leaderships for updates on Client Specific Requirements and site targets. Support all initiatives and plans of the organization in its efforts to deliver excellent and quality Customer Service to its clients as well as the direct customers of the Client. Provides flexibility and collaboration towards business partners. Is willing to work in shifting schedules. Job requirements: Bachelor's degree or above. At least 3 years of project manager or pre-sales/after-sales support experience in the BPO call centre industry. Language Skill: Mandarin & English Language: Fluent in reading, writing and speaking. With project management skills and experience. Excellent PPT production and presentation skills, excellent communication skills, good at guiding customer needs, and good project operation and promotion abilities. Possess a diligent and proactive work attitude, as well as a good team spirit.