Job Description

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. Today we s 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. Today we start our journey to become a Center of Excellence by the end of 2022 and we would like YOU to Join us!. To know us better, check out this video https://bit.ly/3KOHSEI foodpanda's Central Operations is looking for an ASSISTANT MANAGER, CUSTOMER SERVICE SENIORITY LEVEL : Mid-senior level FUNCTION : Customer Service Team (Live Operations) LOCATION : Southgate Commercial Centre, Kuala Lumpur, Malaysia REPORTS to : Customer Service Manager ROLE POSITIONING AND OBJECTIVES The position implies project-managing,contact center operations of a business process outsourcer (BPO) team. The person who is ready to make tough data-backed decisions in a high-speed complex environment. If you are passionate about delivering wow customer experience, enthusiastic about solutions and excited to apply hands-on project management experience. Does this sound like you If so, do apply! WHAT YOU WILL OWN: Maintaining positive relationships with teams by establishing a good line of communication between the team Leads and the company Leading the assigned BPOs in managing conflict, and ensuring the team's processes and tasks are carried out efficiently Develops strategies to promote team member adherence to company regulations and performance goals Assessing 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 level Understand development need of your team members and able to identify performance gaps, in order to provide coaching support Be an effective change manager for business continuous improvement and supportive of improvement opportunities identified by others Act as a role model to ensure the proper and effective implementation of new and existing company policy & procedure Driving team engagement and create a safe and open environment where regular feedback is encouraged Understand & analyze reports, proactively make suggestions for improvement Assist with planning/organizing the proper coverage & align staffing Supervise the quality assurance process and related training of staff members to ensure quality customer service Participate in recruitment activities (screening, interviewing) Act as a backup of Operations Manager if needed ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE . Excellent command in spoken and written English Proficient in MS office and call center equipment/software programs Strong analytical/presentation skills Strong understanding of formal project management methodologies Able to thrive under pressure, and have experience handling the most critical of customer escalations Possess 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 performance Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other stakeholders Solid experience in project/stakeholder management, process improvement, planning, and performance management A desire to help others work towards targets and develop their skills Customer service skills - Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills At Central Operations we 'Work smarter together', 'Always add value' & 'Look for trouble', these are our guiding principles that will make us a Centre of Excellence in no time. We aim to create a magical experience for you here at foodpanda as we win through diversity by hiring the BEST talents from all walks of life.