Performance Lead, Rider Service

• 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

• 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)

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