Deskripsi Pekerjaan
Are you an experienced BPO leader with a passion for driving operational excellence and seamless program onboarding? Vcustomer Philippines, Inc. is looking for a dynamic Transitions Manager to join our high-performing team in Eastwood. In this critical role, you will act as the primary bridge between client requirements and internal operational execution, ensuring that new programs are launched efficiently, profitably, and in full compliance with quality standards.
You will lead cross-functional teams through the entire lifecycle of program transitionāfrom solution design and workforce planning to the successful 'go-live' phase and stabilization. The ideal candidate possesses deep industry knowledge in BPO operations, a strategic mindset, and the ability to influence stakeholders at all levels to ensure business continuity and client satisfaction.
Tanggung Jawab
- Lead the end-to-end transition and implementation of new BPO programs, ensuring adherence to project timelines and deliverables.
- Serve as the primary point of contact for stakeholders during the pre-launch and stabilization phases.
- Develop and manage project roadmaps, risk assessment reports, and mitigation strategies to prevent operational gaps.
- Collaborate with HR, Recruitment, Training, and IT departments to ensure resource availability and technical readiness.
- Facilitate knowledge transfer sessions and ensure clear documentation of standard operating procedures (SOPs).
- Conduct post-implementation reviews to identify bottlenecks and drive continuous process improvements.
- Manage budget tracking and resource allocation to ensure transitions are executed within the defined financial scope.
Kualifikasi
- Bachelorās degree in Business Administration, Operations Management, or a related field.
- Minimum of 3-5 years of experience in BPO transitions, program management, or account management.
- Strong understanding of contact center metrics (AHT, CSAT, QA, FCR) and operational workflows.
- Excellent project management skills, including familiarity with Agile or PMP methodologies.
- Proven ability to influence cross-functional teams and manage high-pressure client expectations.
- Exceptional verbal and written communication skills with strong presentation abilities.
- Proficiency in Microsoft Office Suite, particularly Excel, PowerPoint, and Project Management software.