Head of Productivity

6 months ago

กรงเทพมหานคร, Thailand AVA Full time

**Summary**:
Primary responsibilities revolve around optimizing agent efficiency and performance. This involves strategic planning to enhance productivity while maintaining high customer satisfaction levels, identifying and implementing process improvements, and utilizing metrics and analytics to track performance and identify improvement areas.

**Responsibilities**:
**Project feasibility assessment**:
**Client requirements**:
Understand the specific requirements of the client in detail. Clarify unclear areas and gather as much information as possible about their current workflow.- Create a draft workflow document and collaborate with the client to iterate and finalize the workflow.
- Finalizing tasks, key deliverables, and setting metrics and KPIs for operations in each process
- Evaluate whether the project aligns with our PWDs' core competencies and expertise.
- Assess whether we have the necessary resources, skills, and capacity to successfully execute the project within the given timeframe.
- Consider any potential challenges or constraints that may impact the smooth operation of the project, such as PWD staffing shortages, technology limitations etc. Collaborate with other technical teams to prepare working tools and design collaboration in the case of exporting data to customers
-

**Operational feasibility**:
**Project implementation**:
**Assign projects to team members**
- Evaluate the current workload and capacity of each team member
- Ensure clear expectations, scope, and objectives for each project assignment
- Address any potential issues or obstacles proactively to minimize disruptions
- Make sure every project has comprehensive SOPs and service blueprints for agents
- Monitor the progress of project assignments regularly and provide timely feedback and guidance to team members

**Performance monitoring and feedback**
- Schedule a feedback session with the client to discuss the summarized work process and gather input
- Identify specific areas where the performance fell short of the agreed-upon targets and the potential reasons behind it.
- Provide advice to Project Manager and Project Lead to solve the issue and improve overall performance
- If necessary, discuss with clients about any adjustments to the project scope, timeline, or deliverables that may be needed to accommodate the changes in performance.

**Process improvement**:
**Working process**:

- Define the roles and responsibilities of each team member involved in the operation process including the Project Manager, Project Lead, and Project Supervisor
- Establish accountability, checklists, and tasks to complete for each step of the process to ensure clarity and efficiency.
- Design working and communication processes between the BD, Learning, and Productivity teams to enable the start of customer projects according to the timeline.

**Technology and Agent Working Tools**
- Evaluate existing platforms and systems that support the operation process and facilitate seamless integration with client systems.
- Co-design troubleshooting processes and SOPs to resolve issues in case of system breakdown with both internal and external stakeholders.
- For the internal platform, identify areas of inefficiency in the operation process and report to the technical team for improvement For example, track agent performance by shift and display operation metrics reflecting SLA on a dashboard, etc.
-

**PWDs resource management**:
**Skill Profiling and Database Management**
- Work with the Learning team to create skill profiles or competency matrices for agents, documenting their skills, certifications, training, and experience levels.
- Maintain a centralized database or resource pool containing agent profiles and skill inventories to facilitate easy access and reference during project assignments.

**Training and Agent skill development**
- Analyze the agent's skills to identify areas for improvement.
- Collaborate with Learning teams to design and develop training programs that enhance PWD agent skills and productivity in 3 positions: call center agent, chat agent, and AI trainer.

**Others**:
**TOR Documents for government project**
- Review the TOR Document thoroughly to deeply understand the operational requirements of the project, including staffing needs, technology infrastructure, service delivery processes, and performance metrics.
- Clarify any ambiguities, inconsistencies, or gaps in the TOR through discussions with the contracting authority or project sponsors.
- Review performance results and monthly reports before submitting.
- Participate in the quality assurance and compliance checks by the inspection committee.
- For example, collaborate with Thoughworks: tech consultancy, to improve the design of H2H contact center system including the adjustment of the user journey and improved accessibility with a focus on enhancing the usability and effectiveness of the case management and agent performance.
- Phase1: New IVR structure / Scri

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