Job Description:

  • Manage and improve BPO performance through performance monitoring, problem resolution, system issues reaction
  • Review hiring and onboarding newbies to ensure qualified candidates
  • Answer questions from BPO and providing guidance, feedback to improve BPO performance, quality
  • Anticipate escalation and take over cases resolve when needed
  • Devise ways to optimize productivity
  • Coordinate BPO closely to update improvements, changes in daily huddle
  • Engage BPO staff with motivation activities, listening and support real time
  • Ensure the day-to-day performance of BPO smoothly and remove all the process gaps to reach KPIs
  • Coordinate with Workforce team to proceed Quick daily team meeting with BPO operations team on following key busy and cold-spot moment and what went well/ not went well/ could have been better
  • Create Standard Operating Procedures and aligned with QA
  • Handle any complaint escalation cases whereas exceed the BPO capability to avoid crisis
  • Weekly frequent meetings/ visits with BPO 
  • Ensure BPO has the succession planning


  • Experience in customer service, call center is essential
  • Knowledge of performance evaluation procedures
  • Outstanding communication and negotiation abilities
  • A results-oriented approach
  • Good organizational and leadership skills
  • Ability to work under pressure
  • Bachelor’s degree required

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