Transformation Project Manager Ref.

We are seeking a skilled Project Manager to work on site our client, a tier 1 global insurance company, for a 2 year project (12 month contract) to lead the transformation of company's call center operations.

The primary goal of this project is to automate manual processes and make customer service center more client-friendly, by converting to new cloud based technology. The ideal candidate will be based in the regional office and will be responsible for changing processes and culture while adapting usage of new tech for contact centers.

Responsibilities:

- Conduct call canter operational analysis and work with teams in detail to optimize processes.

- Simplify agents' work and improve their experience by enhancing call center capability.

- Implement automated calls/voice bots, self-service features and other digital tools.

- Act as a business analyst, lead implementation, and provide training.

- Work with major regional markets.

- Provide regular updates to primary stakeholders, including the Contact Service Heads and Technology Teams.

Requirements:

- Proven Project Management experience.

- Experience managing and transforming a call center is an advantage.

- Knowledge of call center operations.

- Familiarity with AWS or Azure cloud technology.

- Ability to lead change and transfer mindset

- Excellent communication, leadership, and problem-solving skills

You will get:

- Professional experience transforming call centers in Asia.

- Opportunity to work with a collaborative team and lead a pivotal project across the region.

- Fun place to work with potential for growth and advancement.

- Cooperative users and stakeholders, fully supportive of this project.

If you have experience in call center operations and passion for transformation and the necessary skills and experience, we encourage you to apply for this exciting opportunity.

Only relevant candidates will be contacted.