BPO Performance Management Excutive Công ty TNHH Transcosmos Vietnam

- You are required to govern BPO performance and processes that implemented by Lazada. - You are required to build strong relationship with BPO. - You will be managing multiple teams base on assignment. - Team 1: Tier 1 Inbound voice & chat - Team 2: Tier 2: Escalation & Social Media. - Your focus can be breaking down into 2 different criteria below: * Operation Performance: - Manage day to day operation - Be first point of contacts for BPO when there are incidents and continue to work with Lazada internal team to provide solution including service recovery - Key measurements are SLA 30s, Customer Satisfaction, E2E Resolution, Agents Productivities etc. * Process Improvement / Project Management: - Identify and assess the needs of each LOB through performance analysis - Initiate and lead E2E project to improve performance by revamping SOPs, empower the agents, system enhancements or automation - Key measurement is # of incoming contacts, NPS and cost efficiency

Quà chúc mừng sinh nhật Được hưởng chế độ BHYT, BHXH, BHTN theo quy định Được review 1 lần trong năm Chương trình team building để kết nối đồng nghiệp Môi trường làm việc hòa đồng, thân thiện

- 1-2 years in Contact Center Service, or operations - Good + English communication - Experience in Inbound voice and chat - Able to sit in vendor site 2-3 days a week. - Flexible schedules - Proficient using Microsoft, advance excel and CRM. - Critical thinker with innovative problem-solving skills - Fantastic organizational and time management skills - High level of dedication, and willing to work over the weekend when there is a big campaign. - If able to write SQL and/or knowledge on BPO management will be a plus.