Assistant Manager, Customer Service

• Maintaining positive relationships with teams by establishing a good line of communication between the team leads and the company

• Develop detailed project plans, schedules, and ensuring alignment with organizational objectives

• Leading the assigned BPOs in managing and ensuring the team's processes and tasks are carried out efficiently

• Coordinate and manage all phases of the project lifecycle, from initiation through to closing

• Track team progress and identify risks/issues that may impede progress using stand ups/team meetings 

• Assessing customer feedback and using your creativity to establish, improve, and refine the customer experience.

• Take ownership for team results and provide leadership and continuously monitor the volumes & highlight discrepancies

• Understand development need of your team members and able to identify performance gaps,  in order to provide coaching support

• Be an effective change manager for business continuous improvement and supportive of improvement opportunities identified by others

• Serve as the primary point of contact for all project-related communication with stakeholders and teams

• Prepare and deliver regular project status reports to stakeholders and senior management

• Understand & analyse reports, proactively make suggestions for improvement

• Assist with planning/organizing the proper coverage & align staffing

• Supervise the quality assurance process and related training of staff members to ensure quality customer service

• Participate in recruitment activities (screening, interviewing)

• Provide regular status updates to project stakeholders

• Excellent command in spoken and written English

• Proficient in MS office and call centre equipment/software programs

• Strong analytical/presentation skills

• Strong understanding of formal project management methodologies

• Able to thrive under pressure, and have experience handling the most critical of customer escalations

• Possess excellent time management and multi-tasking skills.

• Must have a strong track record of evaluating, analysing, implementing, leading, and monitoring effective and efficient processes to proactively improve centre efficiency and staff performance

• Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other stakeholders

• Solid experience in project/stakeholder management, process improvement, planning, and performance management 

• A desire to help others work towards targets and develop their skills

• Customer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills

• Knowledge of SQL is an added advantage for tasks related to data analysis, reporting, and supporting decision-making processes.

Central Operations was born in 2017 and is the backbone operations for foodpanda in APAC. We are around 1,800 employees internally and more than 4,000 outsourced employees supporting 11 different countries and in their respective languages. Today we start our journey to become a Center of Excellence by the end of 2022 and we would like YOU to Join us!. To know us better, check -out this video https://bit.ly/3KOHSEI