Assistant Manager, Customer Service

• 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