Project Manager (BPO)

Tsing Digital Technology Sdn Bhd; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading customer service solutions provider in Kuala Lumpur is seeking a Customer Service Operations Manager. The successful candidate will oversee daily operations, lead project planning, and ensure effective communication with teams and clients. Required qualifications include 3-5 years of call center experience, with a focus on leadership and performance management. Proficiency in Mandarin is essential for collaboration with China-based clients. This role offers the opportunity to enhance service quality and drive process optimization.

Qualifications

• Must be able to speak and read Chinese (Mandarin) for communication.
• 3–5 years of call center operations experience, with at least 3 years in management.
• Proven track record in managing large teams in BPO/customer service operations.

Responsibilities

• Manage daily operations of customer service projects.
• Lead project planning, client communication, and role allocation.
• Drive business process optimization for resource utilization.

Skills

Leadership skills

Communication skills

Stakeholder management

Strategic thinking

Data analysis

Job description

Manage the daily operations of customer service projects.

Lead project planning, client communication, role allocation, and human resource management.

Drive continuous business process optimization to improve resource utilization and cost control.

Conduct staff training, coaching, and performance evaluation.

Develop and implement call center operational strategies to enhance productivity and service quality.

Analyze operational and call center data (e.g., CMS reports, KPIs) and provide actionable improvement recommendations.

Collaborate with cross‑functional teams to ensure operational goals align with company strategy.

Excellent leadership, communication, and stakeholder management skills.

Requirements

• Must be able to speak and read Chinese (Mandarin) to communicate with China‑based teams and clients.
• 3–5 years of call center operations experience, with at least 3 years in a management role.
• Proven track record in managing large teams in BPO/customer service operations.
• Familiar with call center metrics, workforce scheduling, CMS reports, KPIs, and manpower planning.
• Strong business acumen and strategic thinking, with a data‑driven approach to decision‑making.
• Experience in cost management and process optimization.
• Excellent leadership, communication, and stakeholder management skills.