Performance Lead, Partner Service

- 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 well-updated 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.

• Proficient in Mandarin language.

•Good problem-solving skills.

• Able to think creatively to improve the overall performance.

• Must be willing to go the extra miles.

• You need to be a decision-maker. 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 team-player.

• "Able to apply SMART goals in your day-to-day tasks (Specific, Measurable, Attainable, Relevant, Time-bound)”

• 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).

“To be the most loved everyday food and groceries destination!” - that’s our mission at foodpanda (small ‘f’).

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!

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. foodpanda comprises of people from more than 60 nationalities, and we believe in winning through diversity.
foodpanda is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide