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.
QualificationsQualifications & RequirementsBachelor’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.
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.
Skills Required
- Bachelor's degree in Business, Management, or a related field
- Fluency in spoken and written Mandarin and English
- 5–7 years of experience in the BPO or outsourcing industry
- At least 3 years of program or project management experience
- Experience 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 six months and relocate to Johor afterward
- Flexibility to work across different shifts if required
What We Do
Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
