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Mô tả công việc
You will be guiding working very closely with BPO partner management team to improve operation performance including when adhoc or incidents happen
You will be managing multiple LOBs, contact channels and BPO partners
You will be expected to plan, initiate, and execute strategic improvements to improve customers experience
You will be working closely with CX, VOC, BI, AI and more to build SOPs, system set up and improve customers experience
You will be coordinating with internal services to share customer's feedback and request technical and process improvements (i.e. automations).
You will be responsible workforce management planning by working with BPO partners
You will be responsible to conduct weekly, monthly, quarterly, and annual performance reviews with internal stakeholders
Responsibilities:
Your focus can be breaking down into 2 different criteria below:
**Operation Performance
Building the operation team in house then expand to our partners from scratch.
Working closely with BPO partner to drive operation performance to meet our standard.
Be first point of contacts when there are incident, key projects and new feature launch that could possibly impact customers experience and incoming contacts
Key measurements are answer rate, SLA, customer satisfaction score, and forecast accuracy
**Process Improvement / Project Management
Identify and assess the needs of each LOB through performance analysis
Initiate and lead E2E project to improve performance by revamping SOPs, empower the agents, system enhancements or automation
Key measurement is E2E resolution time, NPS, CPO and etc.
Yêu cầu
Qualification:
5+ years in Manager Level in Contact Center Service, or operations
Proficiency in English and local language is a must
Experience in PMO or PM is a must
Ability to effectively organize and manage multiple training initiatives simultaneously
Critical thinker with innovative problem-solving skills
Fantastic organizational and time management skills
Strategic and creative mindset
High level of dedication, and willing to work over the weekend when there is a big campaign
Proficient using Microsoft Suite, and advance excel.
If able to write SQL and/or knowledge on BPO management will be a plus
Requirements/Qualifications(good to have)
Proficiency in Chinese language
Experience in e-Commerce industry
Thông tin chung
- Ngày hết hạn: [protected info]
- Thu nhập: Thỏa thuận
