Performance Lead, Rider Service job in Kuala Lumpur, Malaysia

__vacancyopjusttionswidget.opt-Job Type__ Full-time

__vacancyopjusttionswidget.opt-Job Category__ Operations

__vacancyopjusttionswidget.opt-Remote working__ On-Site

__vacancyopjusttionswidget.opt-Brand__ foodpanda

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About the opportunity

Function as the BPO and country owner for the ones that they have been assigned to
The bridge between the Central Ops X BPO X Local Ops
To ensure the overall performance and operations are running smoothly in the BPOs
To ensure the headcount in BPOs are intact and all hiring/replacements are happening on a timely manner
Must be able to possess a deep understanding of the country's local context which will have an impact on the business and operations
Able to come up with new plans and suggestions in terms of the process to improve the overall performance and experiences of the Rider Services operations
Responsible to assemble and report various data which are important to improve the operations of the Rider Services team
Collaborate and work with the relevant teams to come up with new tools, or processes to improve the chats I/O, quality performance or rider experience
Be prepared with backup/recovery plans for the BPOs in cases of emergencies
Continuous engagement with the Local Operations to get their inputs, feedback and suggestions
Constant engagament with the BPOs to discuss on their performance, improvement plan
Must closely monitor the order growth in the countries and decide if we need any amendments in the rewarded headcount and scheduling
Managing a team of Team Leads, QAs, Trainers, Agents and Real Time Analysts in the BPO
Provides help to the management, including hiring and training
Must be able to effectively keep the higher management updated with the team performance / feedback / action plan
Conduct sanity checks on special verticals and SOPs on a time to time basis

What you need to be successful

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
- RSAT (by countries/team/agents)
- SOPs and processes
- Management level (Hiring/Recruitment/Training/Attrition)

Who we are

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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Performance Lead, Rider Service

This vacancy has expired

Job description

This vacancy has now expired. Please see similar roles below...

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