深圳招聘

JOB TITLE: Project Specialist

i. GENERAL SUMMARY

The Project Specialist will be responsible for the management of projects undertaken by APAC Operations and subsequent status reporting. S/he will also support the specialist team, the Chief of Staff and the Head of APAC Operations as needed.

This Project Specialist will also be responsible for project management for the back office (Risk Ops and FSO), and site-level projects. This Specialist will provide customer voice feedback and coordinate with Partners (OE, BU, training, etc.) on related programs and changes to customers and Ops. This individual will be the central point of contact for process related escalations from POC (e.g., SA, Champions) and help lead the initiatives to increase operational excellence from Ops perspective. This role will work closely with agents, Senior Agents, Group Leaders, leadership team and specialist team across departments and site. The specialist will report directly to the Chief of Staff of the region.

ii. CORE DUTIES

Department-level responsibilities

l Lead project plan for all BO teams; lead or support project plan assigned for site (30%)

l Drive and ensure the quality of projects, achieve the completion goal of all projects (25%)

l Regularly track and report project status with management team (10%)

l Document and update all project related documents and flows (10%)

l Be an Ops consultant for management and partners(OE, BU, training, etc.), lead SA and Champion teams to ensure Ops readiness for pushes and changes from global, and minimize impact to Ops and customers. (25%)

Site level Duties

l Project Liaison between Ops and OE

l Proactive consulting service to Ops

l Lead site level events/programs as requested by leadership (e.g. CCP, Site calibration, Budget tracking, offsite organization, meeting facilitation, drive projects)

l Represent your function on initiatives per leadership request

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