Brief Description of The Role

 ·   Responsible in planning, executing, and finalizing projects within triple constraints of delivering on time, within budget and scope objectives, including acquiring resources and coordinating efforts of team members to deliver projects according to plan. Identify, communicate, and resolve project issues and risks. Develop risk mitigation plans.

 ·   Effectively communicate project status to all project stakeholders.

 ·    Successfully lead, motivate, and manage a team of Assistant Managers, Specialists and Executives towards ensuring that all performance targets are achieved on a consistent basis.

 ·    Compile periodic reports, ensuring that these reports are relevant, timely, accurate and reach the desired audience.

 ·    The incumbent will work with the VP & SVP - Operations of each outsourced operations to review their monthly reports and ensure that the whole operations management team is continually kept abreast of the results and agreed action plans.

 ·    Beyond the operational role, the incumbent must have the leadership skills to keep pushing the bar on competencies and performance to improve performance and efficiencies with a view to reduce costs and improve quality. Strategic thinking skills are also important as roadmaps and proposals should be developed to guide and support performance improvements and initiatives for the business.

 ·    Actively participate in any audits related to projects and/or departments.

 ·    Understands and able to use AI based tools to enhance output of work for daily tasks and project deliverables.

 ·    Project managers should be adept at guiding teams through transitions, ensuring minimal disruptions, and maximizing the benefits of AI integration or usage.

 ·    Keep track of contractually agreed deliverables, obligations, and deadlines. Ensure all project activities adhere to legal, regulatory, and internal policies.

The Requirement for the Role:

·    Degree holder with a minimum of 12 months experience within SCICOM’s contact centers and 2 years of experience in PMO.

·    Strong analytical, problem solving and conceptual skills.

·    Possess good understanding of contact center operations to be able to identify, assess and manage existing business processes in operations and back room support for continuous improvement.

·    Possess a good understanding of contact center operational metrics and definitions.

·    Demonstrate effective teamwork and people skills to foster constructive working relationships and actively participate in and contribute to cross-functional teams.

·    Display the ability to multitask and to work around scheduled datelines within a constantly changing and dynamic environment.

·    Ability to present information effectively before an audience and respond to questions.

·    Knowledge and experience in PMBPOK, PRINCE 2 and Six Sigma methodologies would be a distinct advantage.

·    Self-motivated, proactive with a strong sense of accountability.

·    Excellent disciplinary and performance track record.

·    Proficient in MS Office applications.

·    Proficient in process flow design.

·    Proficient in reporting automation and data integration.

·    Able to work independently and with minimum supervision.

·    Ability to work in a high-pressure environment.

·   Basic knowledge of AI and AI based tools.

The Package:

• Attractive Basic Salary -up to RM12,000
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.