Lazpay Bpo Performance Head-customer Care

2 weeks ago

Thailand Lazada Full time

Location:
**Thailand**
- Department: Customer Service- Location: Thailand- Build a strong relationship with BPO and work closely with them to build most effective training, operation and QA process
- Fully responsible for E2E Contact Center Management from forecast incoming contacts, and deliver operation performance as per targets [ANS, SLA 30s, TSAT, E2E, Backlog Ageing and etc]
- Working closely with CX and VOC to smoothen customer journey including reduce unnecessary incoming contacts

Your focus can be breaking down into 2 different criteria’s below:
1) BPO management
- TQA
- Work with BPO to design training course and audit process to match the nature of the work
- Ensure quality metrics meets company standard
- Key measurements are QA score, TSAT, 6 Level of Service
- Operations
- Fully in charge of volume forecast, WFM and cost management
- Ensure operation performance are met
- Key measurements are Forecast FCA, ANS, SLA, and Ageing backlog
2) Performance Improvement/Project Management
- Identify and assess the needs of customers and BPO partners
- Initiate and lead E2E project to improve performance by revamping SOPs, empower the agents, system enhancements or automation
- Be point of contact or working closely with Regional teams and Internal teams
- Work closely with CX and VOC head to improve experience

**Job Requirements**
- Data driven
- 7+ years of experience in Customer Service with 3+ leading operation and TQA
- Experience in E-wallet, Open-Loop Mobile Payment, and/or loan is a plus
- Knowledge in BPO management
- Ability to effectively organize and manage multiple training initiatives simultaneously
- Able to think big and deliver initiatives from concept to execution
- Good leadership skills with the ability to do root-cause analysis
- Critical thinker with innovative problem-solving skills
- Fantastic organizational and time management skills
- Strategic and creative mindset
- Excellent written and verbal communication skills both in Thai and English
- High level of dedication, and willing to work over the weekend or night shift when there is a big campaign
- Team player, fast learner, assertive and proactive

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