Job Description
- Manage daily operation of BPO team, work closely to achieve KPIs (Response time, Response rate, CSAT…….)
- Work with internal departments to ensure proper support for BPO and ensure the service
- Drive initiatives to constantly improve Channel experience and BPOs quality & performance
- Effectively collaborate with related teams (Reg, WFM, QA, DP, WH,...)
- Identify opportunities for improved processes, workflows, tools in coordination with internal & external teams to drive the performance effectively and provide a wow service
- Scheduling the resource to ensure your organization has the resources needed to meet business goals.
- Conduct deep analysis on variance of forecast to actuals and recommend schedule changes to meet service level.
- Work closely with business partners and their divisional client groups to develop divisional workforce plans, and implement mobility and recruitment strategies
- Drive the business forward and ensure the constantly improving performance metrics and meeting new objectives
- Being prepared for issues to save significant time and money in the long run.
- Identify the gaps between your current workers’ competencies and need in the future to reach goals
- Constant evaluation of workers and their performance prevents the business from being surprised by the ever-shifting needs of the workforce.
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Provide workforce management details surrounding roll-out of projects, plans and initiatives that affect the business and may audit certain workforce processes
- Good communication (Mail, Presentation, Excel)
- Great customer service mindset with a cooperative spirit
- Critical thinking going along with problem-solving skill
- Can-do attitude
- Reporting/data skill
- English fluently
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