Check with seller Việc làm tuyển gấp Bpo Management Supervisor

Mô tả công việc 1. Workforce planning and controlling • Headcount planning and budget controlling • Review hiring and onboarding newbies to ensure qualified candidates • Ensure BPO has the succession planning in co-ordination with IH team. • Engage BPO staff with motivation activities, listening and support real time • Anticipate and handle any complaint escalation cases whereas exceed the BPO capability to avoid crisis 2. Control information / workload • Create Standard Operating Procedures and aligned with QA • Setting up new BPO, pay daily/weekly frequent meetings/ visits with BPO • Coordinate BPO closely to update improvements, changes in daily huddle • Coordinate with internal teams to proceed quick daily team meeting with BPO operations team on following key busy and cold-spot moment and what went well/ not went well/ could have been better 3. BPO performance • Setting up KPIs for BPO, devise ways to optimize productivity, design bonus schemes if needed, remove all the process gaps to reach KPIs • Manage and improve BPO day-to-day performance through monitoring and reporting • Provide guidance, feedback to improve BPO performance, quality • Work with internal team to improve SOP among stakeholders 4. Team management • Build and develop human resources to achieve common goals of BPO management • Training and coaching when needed Quyền lợi được hưởng ● Flexible working hours ● Lunch and parking allowance ● Fast paced and multinational working environment ● Supportive and professional colleagues ● Awesome & open co-working space ● Internal Training (Technical & Functional); Opportunities for English Training Yêu cầu kỹ năng • Experience in customer service, call center is essential • Knowledge of performance evaluation procedures • Outstanding communication and negotiation abilities • A results-oriented approach • Good organizational and leadership skills • Ability to work under pressure

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