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1. Service Delivery Management: - Optimize operation resources through strategic planning and AI-enabled operations - Establish standardized management mechanisms for healthy and stable center operations 2. Operational Risk Monitoring: - Implement comprehensive monitoring of operational risks across resources - Develop risk surveillance and emergency response with cross-departmental coordination 3. Resource Demand Coordination: - Manage pre-delivery requirements for new services - Provide bidding support and maintain dynamic resource information systems 4. Team Empowerment: - Leverage AI tools to enhance team capabilities - Optimize service delivery efficiency while achieving business KPIs 1. Bachelor's degree or higher; IELTS 6.5+ or equivalent English proficiency 2. 5+ years in contact center project management (100+ headcount preferred) 3. Strong logical thinking, teamwork, and communication skills 4. Proficiency in data analysis and professional reporting (PPT/Excel) 5. Priority given to: AI operations experience, Lean Six Sigma certification 6. Experience managing multi-lingual teams (EN/ZH/MY) is a plus