Teleperformance

Compensation

Full Description

Overview About the Role We are seeking a highly driven and experienced Program Manager (Mandarin-speaking) to join our BPO operations. This role is critical in managing large-scale client programs, ensuring smooth delivery of services, and driving performance excellence. The successful candidate will work remotely for the first 6 months and then transition to our Johor office. Qualifications Qualifications & Requirements • Bachelor’s degree in Business, Management, or related field. • Fluent in Mandarin and English (spoken and written). • Minimum 5–7 years’ experience in BPO/outsourcing industry with at least 3 years in a program or project management role. • Proven track record in managing large client accounts or programs. • Strong leadership, stakeholder management, and problem-solving skills. • Excellent communication, negotiation, and presentation abilities. • Ability to work under pressure in a fast-paced environment. • Willingness to work from home for 6 months and relocate to Johor thereafter. • Flexibility to work across different shifts if required. Responsibilities • Lead and manage end-to-end client programs, ensuring high-quality service delivery. • Act as the primary point of contact for clients, building strong relationships and ensuring satisfaction. • Drive operational excellence through performance management, process improvements, and best practices. • Partner with internal teams (Operations, Workforce, Training, Quality, IT, etc.) to ensure alignment and smooth execution. • Develop strategies to meet KPIs, SLAs, and client expectations. • Prepare and present program updates, performance reviews, and business insights to senior stakeholders. • Manage budgets, resources, and timelines to achieve program goals. • Identify risks, develop mitigation plans, and ensure compliance with company policies and client requirements. • Coach, mentor, and guide program team members to ensure continuous development.