omni channels Manager (apac)Support Services Group

The SSG Technology organization provides support to SSG businesses in the areas of network & telecommunications, systems, and application services along with call center technical operations. The Omni Channels Solutions Manager provides guidance and leadership in the area of IT in the digital solutions channels (VoIP, ACD, Dialer, Chat, AI Bot, email, etc) space area across the SSG organization in APAC.
DEVELOPMENT (WHAT WILL YOU LEARN BY DOING THIS JOB):
Enhanced leadership skills in a complex environment.
Enhanced communication and management skills by interacting with enterprise-wide technology and business personnel
Learn to integrate input from diverse sources and establish appropriate process and project controls.
Learn to interact with Senior Management and Business Managers.
Be involved in development of new project management processes to measure productivity, quality, and control.
Be involved and responsible for technology initiatives with global and business impact.
KEY RESPONSIBILITIES:
Assist in the development and implementation of process improvements in conjunction with the omni-channels solutions operations and migration.
Ensure consistent tracking and reporting are in place.
Develop Migration Plan, forecast and schedule.
Work with stakeholders to record detailed client onboarding and client migration requirements, constraints and assumptions to establish project deliverables, using requirement-gathering techniques (e.g. planning sessions, brainstorming, focus groups) and the project charter.
Develop, lead, or participate in team collaboration to enhance, improve, and mature the omni solutions services
Communicate plans to affected parties to ensure a common understanding, set expectations and align stakeholders and operations team members.
Measure team performance utilizing appropriate tools and techniques to monitor progress; identify and quantify variances, complete any required corrective actions, and communicate to all stakeholders.
Implement approved actions and workarounds required to mitigate downtime and potential risk events.
Improve team performance by building team cohesiveness, leading, mentoring, training, and motivating to facilitate cooperation, ensure project efficiency and boost morale.
Complete other related duties as assigned.
Under direction of higher management, leads and directs high priority projects impacting three or more businesses or functions, often requiring considerable resources and high levels of functional integration.
Must be familiar with system scope and project objectives, as well as the role and responsibility of each team member, to effectively coordinate team activities.
Demonstrate an awareness of and impact on relevant issues on a company-wide basis.
Position DescriptionThis position provides the IT management knowledge and expertise applied to the omni solutions and telephony services, onboarding and migration requirements gathering, to scope definition and management, work breakdown development and prioritization management. This enables and supports the implementation of functionality and technology required by SSG to grow leadership and competitive advantage in the BPO industry.
Requirements
Qualifications:
Bachelor's degree and a minimum of 2 years' proven project management experience, OR in lieu of a degree, a combined minimum of 4 years' higher education and/or work experience, including a minimum of 1-2 years' proven project management experience
Proficiency with personal computers as well as pertinent software packages.
Strong background in SIP/VoIP technology, particularly in Asterisk based systems.
Sound knowledge of project management methodology.
Strong verbal and written communication skills, particularly an ability to negotiate, influence and gain consensus.
Regularly communicates verbally and in writing with management on status of initiatives, in a professional and understandable manner.
Excellent problem-solving skills.
Ability to work individually as well as a member of a team.
Self-motivated, results-driven, and well-organized individual.
Ability to handle multiple tasks and work under time constraints in support of various assignments.
Ability to function professionally at many different levels (clients, management, and peers).
Strong interpersonal skills necessary for business partner relationships within and outside the organization.
Desired knowledge of BPO industry
EXPECTED OUTCOMES (WHAT WILL "SUCCESS" LOOK LIKE IN 12 MONTHS):
Implementation of projects on-time with proper scope management
Knowledge and understanding of the SSG Implementation methodology
Knowledge in inConcert and Mobile infrastructure
KEY CHALLENGES (WHAT IS THE WORK/MARKET ENVIRONMENT):
Managing multiple priorities in a constantly changing environment.
Managing the expectations of senior technical and business managers.
Establishing working relationships with business unit clients and the tech functional teams.
Ability to assimilate key issues and concepts and develop processes to measure and improve.
Support Services Group

Mandaluyong City, Metro Manila
Permanent
Full-time