Performance Lead Partner Service
Performance Lead Partner Service
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1 Vacancy
Job Description
Function as the contact person between SSC APAC and the BPOs/countries you are assigned to from Central Ops
Responsible that the BPOs/countries are wellupdated with all new process updates features and any other information released by the Central Ops team
Need to guide and assist the team in order to achieve their chat performance quality and other segments based on our OKR
Have to ensure we have enough headcount is sufficient daily to cater for the volume of orders & incoming chats
Need to analyze the data to see which are the areas that we need more focus on and improve
Actively engage with the BPO partners to ensure they are on the right track in achieving the given targets
To liaise with the Local Ops. Receive feedback and inputs from them to come up with action plans accordingly
Provide them with targets a timeline to improve their performance
Take accountability when for the performance of the BPO.
Qualifications :
Proficient in Mandarin language.
Good problemsolving skills.
Able to think creatively to improve the overall performance.
Must be willing to go the extra miles.
You need to be a decisionmaker. You need to have your facts/data right and take decisions and must be able to make the hard choices (definitely after discussing with the management).
Need to be a good teamplayer.
Able to apply SMART goals in your daytoday tasks (Specific Measurable Attainable Relevant Timebound)
Area of Focus:
Chat Performance (SLA / AHT / Incident Rates).
Quality Performance.
Agent Banding.
VSAT (by countries/team/agents).
SOPs and processes.
Management level (Hiring/Recruitment/Training/Attrition).
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
