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- You are required to govern BPO performance and processes that implemented by Lazada.
- You are required to build strong relationship with BPO.
- You will be managing multiple teams base on assignment.
- Team 1: Tier 1 Inbound voice & chat
- Team 2: Tier 2: Escalation & Social Media.
- Your focus can be breaking down into 2 different criteria below:
* Operation Performance:
- Manage day to day operation
- Be first point of contacts for BPO when there are incidents and continue to work with Lazada internal team to provide solution including service recovery
- Key measurements are SLA 30s, Customer Satisfaction, E2E Resolution, Agents Productivities etc.
* Process Improvement / Project Management:
- Identify and assess the needs of each LOB through performance analysis
- Initiate and lead E2E project to improve performance by revamping SOPs, empower the agents, system enhancements or automation
- Key measurement is # of incoming contacts, NPS and cost efficiency