Job Description:

  1. Workforce planning and controlling
  •   Headcount planning
  •   Review hiring and onboarding newbies to ensure qualified candidates
  •   Ensure BPO has the succession planning
  •   Engage BPO staff with motivation activities, listening and support real time
  •   Anticipate  and handle any complaint escalation cases whereas exceed the BPO capability to avoid crisis
  1. Control information / workload
  •   Create Standard Operating Procedures and aligned with QA
  •   Weekly frequent meetings/ visits with BPO 
  •   Coordinate BPO closely to update improvements, changes in daily huddle
  •   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
  1. BPO performance
  •   Manage and improve BPO day-to-day performance through monitoring and reporting
  •   Provide guidance, feedback to improve BPO performance, quality
  •   Devise ways to optimize productivity, remove all the process gaps to reach KPIs
  •   Work with internal team to improve SOP among stakeholders

 

Requirements:

  •   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

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