PMO Lead: Contact Center Transformation & Performance

Scicom Intl; Kuala Lumpur; On-site; MYR 120,000 - 190,000; Full time

Benefits offered by this job

Performance related bonus for staff

Job summary

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

The role involves guiding cross-functional teams, ensuring on-time delivery, effective governance, and data-driven improvements

Qualifications

• 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.

Responsibilities

• 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.

Skills

PMO

Project management

Stakeholder management

Analytical skills

Communication skills

Cross-functional leadership

Multi-project management

AI tools knowledge

MS Office

Education

Degree holder in related field

Tools

MS Office

Process flow design

Job description

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

The role involves guiding cross-functional teams, ensuring on-time delivery, effective governance, and data-driven improvements