Responsibilitie:
1. Daily Operation Performance
- Manage day-to-day operations, and ensure that your team and agent performance meets the standard set
- Be the first point of contact when there are incidents, key projects, and new feature launches that could possibly impact seller experience or induce incoming contacts
- Key KPIs for your team are Productivity, CSAT, Resolution Time, Handling Time, QA, and Agent Performance
2.Process Improvement/Project Management
- Identify and assess the needs of each sub-team through data-driven analysis
- Cooperate with CSPM and other internal teams to initiate and execute E2E projects to improve team and agent performance. This includes revamping SOPs, empowering the agents, and system enhancements or automation
- Prepare presentation decks to report the weekly performance of your team and update the progress of improvement plans to high-level management
3.People management/development
- Identify and assess agent performance through data-driven analysis
- Coach and guide each team member to perform the tasks
- Ensure that everyone in the team reaches their maximum potential
Qualifications:
- 3+ years at manager level in customer services or operations
- Experience in people management, BPO management, or equivalent management skill is a must
- Ability to effectively organize and manage multiple improvement initiatives simultaneously
- Ability to visualize data to support your arguments and point out key highlights on the presentation
- Critical thinker with innovative problem-solving skills
- Fantastic organizational and time management skills
- Strategic and creative mindset
- Flexible and quick learning
- Happy to work in a fast-paced environment
- Proficient in using Excel, Google Sheet, and Google Slide
