Operation - BPO Management
Shopee
Ho Chi Minh City, Vietnam
1 ngày trước

Job Description :

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
  • 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
  • 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
  • Báo cáo công việc này
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