Job Description

Company DescriptionCentral 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/3KOHSEIMaintaining positive relationships with teams by establishing a good line of communication between the team Leads and the companyLeading the assigned BPOs in managing conflict, and ensuring the team\'s processes and tasks are carried out efficientlyDevelops strategies to promote team member adherence to company regulations and performance goalsAssessing customer feedback and using your creativity to establish, improve, and refine the customer experience.Take ownership for team result and provide leadership in continuously monitor the volumes & highlight discrepancies and take actions if needed to achieve the company\' goals and service levelUnderstand development need of your team members and able to identify performance gaps, in order to provide coaching supportBe an effective change manager for business continuous improvement and supportive of improvement opportunities identified by othersAct as a role model to ensure the proper and effective implementation of new and existing company policy & procedureDriving team engagement and create a safe and open environment where regular feedback is encouragedUnderstand & analyze reports, proactively make suggestions for improvementAssist with planning/organizing the proper coverage & align staffingSupervise the quality assurance process and related training of staff members to ensure quality customer serviceParticipate in recruitment activities (screening, interviewing)Act as a backup of Operations Manager if neededQualificationsExcellent command in spoken and written EnglishProficient in MS office and call center equipment/software programsStrong analytical/presentation skillsStrong understanding of formal project management methodologiesAble to thrive under pressure, and have experience handling the most critical of customer escalationsPossess excellent time management and multi-tasking skills.Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performanceExcellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other stakeholdersSolid experience in project/stakeholder management, process improvement, planning, and performance managementA desire to help others work towards targets and develop their skillsCustomer service skills - Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills

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