Manager - PMO

Job Description

The Role:

• Manager - PMO to lead end-to-end projects and support operational transformation within a dynamic contact centre environment.
• The role will work closely with Operations, WFM, Quality, Training, Technology and other stakeholders to ensure successful project delivery, operational readiness, performance improvement and continuous business optimisation.

The Responsibilities of the Role:

• Lead end-to-end project delivery, ensuring projects are delivered on time, within budget and within agreed scope.
• Develop and manage project plans, timelines, resources, risks, issues, dependencies and mitigation plans.
• Act as a key liaison between business stakeholders, operations, technology teams and clients.
• Lead and coordinate cross-functional teams to ensure project objectives and performance targets are achieved.
• Oversee operational readiness for new projects, process changes and system implementations, ensuring people, processes, technology and training are aligned before go-live.
• Drive contact centre performance against agreed KPIs and SLAs, identifying gaps and ensuring timely corrective actions.
• Prepare and present periodic project and operational reports for management and stakeholders.
• Partner with Operations, WFM, Quality and Training teams to improve productivity, service delivery, quality and customer experience.
• Analyse operational trends and business insights to identify opportunities for process optimisation, cost reduction, automation and continuous improvement.
• Establish and monitor action plans for operational issues and performance gaps through to closure.
• Lead cross-functional improvement initiatives and ensure agreed benefits are measured and sustained.
• Manage project governance, stakeholder communication, change management and project documentation.
• Support strategic planning by developing roadmaps, proposals and improvement initiatives to enhance business performance and efficiency.
• Ensure project deliverables, contractual obligations and deadlines are tracked and activities comply with applicable policies and requirements.
• Promote the effective use of AI-based tools and automation to improve productivity and project deliverables.
• Support audits and other governance activities related to projects and departments.

Skill Requirements:

• Good understanding of contact centre operations, business processes and operational metrics.
• Strong project management, analytical, problem-solving and conceptual skills.
• Strong stakeholder management, communication and presentation skills.
• Ability to manage multiple projects and priorities within a fast-paced and constantly changing environment.
• Self-motivated, proactive and accountable, with the ability to work independently and with minimal supervision.
• Ability to work effectively with cross-functional teams and stakeholders.
• Ability to work under pressure and manage competing deadlines.
• Basic knowledge and practical understanding of AI and AI-based productivity tools.
• Degree holder with relevant experience in Project Management, PMO or Contact Centre Operations.
• Minimum 2 years of PMO experience, with experience in a contact centre environment preferred.
• Experience in process improvement, reporting automation and data integration.
• Proficient in MS Office applications and process flow design.
• Knowledge of PMBOK, PRINCE2 and/or Six Sigma methodologies will be an advantage.

The Package :

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

Experience Required :

• Senior Level

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.