Job description
Maintaining positive relationships with teams by establishing a good line of communication between the team Leads and the company
Leading the assigned BPOs in managing conflict, and ensuring the team's processes and tasks are carried out efficiently
Develops strategies to promote team member adherence to company regulations and performance goals
Assessing customer feedback and using your creativity to establish, improve, and refine the customer experience.
Take ownership for team result and provide leadership in continuously monitor the volumes & highlight discrepancies and take actions if needed to achieve the company' goals and service level
Understand development need of your team members and able to identify performance gaps, in order to provide coaching support
Be an effective change manager for business continuous improvement and supportive of improvement opportunities identified by others
Act as a role model to ensure the proper and effective implementation of new and existing company policy & procedure
Driving team engagement and create a safe and open environment where regular feedback is encouraged
Understand & analyze reports, proactively make suggestions for improvement
Assist with planning/organizing the proper coverage & align staffing
Supervise the quality assurance process and related training of staff members to ensure quality customer service
Participate in recruitment activities (screening, interviewing)
Act as a backup of Operations Manager if needed
Excellent command in spoken and written English
Proficient in MS office and call center equipment/software programs
Strong analytical/presentation skills
Strong understanding of formal project management methodologies
Able to thrive under pressure, and have experience handling the most critical of customer escalations
Possess excellent time management and multi-tasking skills.
Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance
Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other stakeholders
Solid experience in project/stakeholder management, process improvement, planning, and performance management
A desire to help others work towards targets and develop their skills
Customer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills
Central Operations was born in 2017 and is the backbone operations for foodpanda in APAC. We have around 1800 employees internally and more than 4000 outsourced employees supporting 11 different countries and in their respective languages. To know us better, check out this video https://bit.ly/3KOHSEI
Find out more about Delivery Hero
"foodpanda is the largest food and grocery delivery platform in Asia, outside of China. Operating in more than 400 cities across 11 markets, we continue to expand and grow in our core food delivery business, as well as in new verticals like grocery deliveries, with a strong tech infrastructure at our core. From our restaurants-partners, cloud kitchens and cloud grocery stores — foodpanda is just one tap away, getting everything you need into your hands quickly and conveniently!
We are looking for enthusiastic problem solvers to join us in scaling our platform, to digitalise businesses in Asia, uplift rider livelihoods and build a hyper-convenient platform for our customers. If you love working with technology to create solutions and are not afraid to roll up your sleeves to get things done, you will find your tribe here at foodpanda. Our diverse and high-performing team comprises people from more than 60 nationalities, and we welcome all experiences, backgrounds, and perspectives."
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