岗位职责
- Service Delivery Management: - Optimize operation resources through strategic planning and AI-enabled operations - Establish standardized management mechanisms for healthy and stable center operations
- Operational Risk Monitoring: - Implement comprehensive monitoring of operational risks across resources - Develop risk surveillance and emergency response with cross-departmental coordination
- Resource Demand Coordination: - Manage pre-delivery requirements for new services - Provide bidding support and maintain dynamic resource information systems
- Team Empowerment: - Leverage AI tools to enhance team capabilities - Optimize service delivery efficiency while achieving business KPIs
职位要求
- Bachelor's degree or higher; IELTS
- 5+ or equivalent English proficiency
- 5+ years in contact center project management (100+ headcount preferred)
- Strong logical thinking, teamwork, and communication skills
- Proficiency in data analysis and professional reporting (PPT/Excel)
- Priority given to: AI operations experience, Lean Six Sigma certification
- Experience managing multi-lingual teams (EN/ZH/MY) is a plus
