Program Manager- Mandarin

Teleperformance • Concordia, KS

114d

About The Position

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.

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.

What This Job Offers

• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees