Delivery Project Executive - Kuala Lumpur, Malaysia - GrowthFn Sdn Bhd
Description
Role:
Delivery Project Executive - Operations
- Location: Bangkok, Thailand
- Budget: 120K150K THB
- Open for 1 Local & 1 Expat (Malaysia, Vietnam, Indonesia, Japan, etc.)
- The
Role:
He / She will proactively engage / work with all support functions - Hiring, Training, Quality (transactional & process improvement) HR, Finance for success of the account.
He is responsible for Employee Engagement, Retention, mapping career paths, employee development and create a culture of ownership amongst staff.
He / She will be responsible for financial performance of the account.- Key Responsibilities:
- Service Delivery achieving all key contractual SLAs
- Day to day Client management
- Lead all client and internal calls for the process, single point of contact
- Direct WFM, Training and other shared services for optimum functioning of account
- Single point of contact for all financial decisions regarding the account
- Manage attrition and career planning of all employees within span of control
- Grow account strategically to increase top line for the organization
- Manage and improve profitability of the account
- Ensures continuous improvement in service delivery through Process Improvement Initiatives
- Desired Skills:
- Vast experience (hands on) in contact center / outsourcing space
- Knowledge of leading delivery with Voice business services is mandate
- Ability to monitor efficiency parameters (seat utilization / shrinkage / attendance management / retention etc)
- Ability to work under pressure and adapt & drive the team to meet constant changing dynamics
- Ability to manage client expectations and drive high eSat / VOC
- Strong financial management acumen. Understanding of P&L
- Strong understanding of contracts and key BPO dynamics governing them
- Strong customer service orientation and client management skills
- Robust experience of driving key customer metrics like NPS/ CSAT
- Fundamentally a strong people manager. Should be able to guide a team to success
Job Types:
Full-time, Permanent
Salary:
RM16, RM19,000.00 per month
Application Question(s):
- How many years of experience as Delivery Project Executive
- Operations?
- Have you managed/managing FTE's/Headcounts?
- Do you experience experience in Operations at least minimum 1015 years?
- Location is Bangkok Thailand, are you willing to relocate?
- How many years of experience in a BPO company?
Education:
- Bachelor's (required)
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