Operations Excellence Process Specialist

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Strategic LeadershipLead the implementation of continuous improvement programs to drive operational excellence and ensure processes remain efficient and scalable.Standardised processes and developed p

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BPO Performance ManagementMonitor outsourced vendors' performance against SLAs and KPIs for both service and commercial metrics.Conduct comprehensive performance reviews and trend analyses to identify

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Key Responsibilities:Build process with the Work Force Management (WFM) team to ensure all yearly models and ongoing monthly adjustments to headcount and productive hours are integrated into the finan

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Key Responsibilities:Draft, negotiate, and manage contracts with BPO partners, ensuring clarity on terms, including SLAs, penalties, bonuses, and compliance requirements.  You are responsible for main

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Job Summary:We seek a highly analytical and strategic Workforce Management (WFM) Manager to oversee capacity planning, staffing, scheduling, and SLA compliance for our vendor and in-house operations.

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As a Specialist in Operations Excellence, you will focus on enhancing our Help Center experience and improving the operational efficiency of our customer service platforms. You will be responsible for

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Quality Assurance analysts audit interactions to measure adherence to prescribed company policies and processes. The analyst is a flag bearer for the foodpanda brand and evaluations interactions with

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DUTIES AND RESPONSIBILITIES: Performs call monitoring and provides trend data to the site management team.Uses a quality monitoring data management system to compile and track performance at team and

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Quality Assurance analysts audit interactions to measure adherence to prescribed company policies and processes. The analyst is a flag bearer for the foodpanda brand and evaluations interactions with