Job description
- Focuses, motivates, and inspires the team in a goal and results orientated way by driving optimum individual and team performance in order to deliver against agreed KPIs and Targets.
- Ensure that the team are handling day to day operational tasks in accordance with the established work processes and instructions.
- Assists management with hiring processes and new team member training.
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
- Conducts team meetings to update members on best practices and continuing expectations.
- Delivers 1:1 conversation with Team members to address performance, work on the development and any other item.
- Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines.
Performance Management
- Responsible for all operational performance & cadences of BPO
- Be a point of escalation for all deviations from the standard operational framework, KPI, and SOPs.
- Develop, Own, Improve & Maintain BPO KPIs while constantly finding ways to drive efficiency at the BPO.
- Working on special projects that will reduce stakeholder escalations, deflect incidents from coming into the department, and improve the overall customer experience.
- Co-own department systems, tools, SOPs, and overall customer experience.
Strategic Management
- Analyze reports and data from Tableau or legacy systems and drive operational or drive improvements at a program level.
- Facilitate weekly and monthly review meetings with the BPO partners & work closely with multiple stakeholders at central operations.
- Take ownership of daily, weekly & monthly reporting regardless of whether the local team or at BPOs.
- Use data to make calculated decisions or support improvement initiatives or even resolve existing issues within the workflow or processes.
Relationship Management
- Lead and manage the overall performance of the BPO by monitoring KPI, producing development plans to improve BPO performance.
- To perform ad hoc monitoring either remotely or side by side to ensure that the BPO is handling day-to-day operational tasks as well as customer escalations in accordance with established work process and instructions.
- Proven work experience as a team leader or supervisor
- In-depth knowledge of performance metrics
- Good PC skills, especially MS Excel
- Excellent communication and leadership skills
- Organizational and time-management skills
- Decision-making skills
- A degree in Management or training in team leading is a plus
Central Operations was born in 2017 and is the backbone operations for foodpanda in APAC. We are around 1800 employees internally and more than 4000 outsourced employees supporting 11 different countries and in their respective languages. We would like YOU to Join us!. To know us better, check out this video https://bit.ly/3KOHSEI
Benefits at foodpanda
Within our diverse community, we know that each of us has different lifestyles and preferences. Find out more about our benefits.
Our benefitsSome roles you might be interested in
Salary
Location
Kuala Lumpur, Malaysia
Job Type
Permanent
Location
Kuala Lumpur
Brands
foodpanda
Job Category
Operations Support & Training
Time Type
Full-time
Remote Working
On site
Description
Supports team manager and performs management duties when the manager is absent or out of officeProvides encouragement to team members, including communicating team goals and identifying areas for new
Reference
05950588-87f5-4877-b233-38e9cc782f11
Expiry Date
Monday, 01 January 0001
Salary
Location
Kuala Lumpur, Malaysia
Job Type
Permanent
Location
Kuala Lumpur
Brands
foodpanda
Job Category
Operations Support & Training
Time Type
Full-time
Remote Working
On site
Description
WHAT YOU WILL OWN: - Focuses, motivates, and inspires the team in a goal and results orientated way by driving optimum individual and team performance in order to deliver against agreed KPIs and Targ
Reference
cc985379-912c-4fc0-9407-f00aaf9339b6
Expiry Date
Monday, 01 January 0001
Salary
Location
Kuala Lumpur, Malaysia
Job Type
Permanent
Location
Kuala Lumpur
Brands
foodpanda
Job Category
Operations Support & Training
Time Type
Full-time
Remote Working
On site
Description
Quality Assurance analysts audit interactions to measure adherence to prescribed company policies and processes. The analyst is a flag bearer for the foodpanda brand and evaluations interactions with
Reference
c4a57721-fbb8-41c8-ba1a-6b7cf410bc69
Expiry Date
Monday, 01 January 0001