BPO Oversight: Oversee the operational performance of BPO partners, ensuring KPIs and SLAs are consistently met:
Customer Service Metrics: SLA, User Waiting Time, Aging, First-Contact Resolution Rate, etc. OR
Return & Refund Metrics: E2E lead time, Win Rate, CSAT, etc.
Performance Tracking: Establish and track comprehensive performance metrics to evaluate operational efficiency and service quality.
Data-Driven Optimization: Use data-driven insights to identify improvement areas and optimize overall performance.
Cross-Functional Collaboration: Work closely with cross-functional teams, including Workforce Management (WFM), Quality Assurance (QA), and Team Leads, to align BPO performance strategies with overall business objectives.
Reporting: Provide regular performance reports to senior management, highlighting achievements, challenges, and areas requiring attention, along with actionable insights.
Continuous Improvement: Continuously assess and enhance BPO processes, systems, and workflows to improve operational efficiency and customer experience/satisfaction.
Requirements
Bachelor's degree in Business Administration, Operations Management, Data Analytics, or other related fields
Proven experience in managing BPO performance, including managing performance metrics and operational efficiency.
Have analytical skills with a data-driven approach to performance management and problem-solving.
Excellent communication and collaboration skills, with the ability to work effectively across different teams.
Ability to manage multiple priorities and drive continuous improvement initiatives.
Have leadership and coaching abilities.
Shift-working (5 days/week according to the schedule assigned by the management).
