Job ResponsibilityPosition: Partner Care Performance Lead (PC PL)
DUTIES AND RESPONSIBILITIES:
1. Oversee day to day Partner Care's operation by monitoring BPOs performance (Main KPI) - Productivity and SLA via Dashboard
2. Queue Management; Monitor each BPOs' queues (inflow vs capacity) from the dedicated Dashboard to ensure SLA is within 2 days and to report on any abnormalities to the relevant departments or stakeholders
3. Prepare daily (EOD), weekly (EOW) and monthly (EOM) reports to be shared with stakeholders and management
4. Conduct weekly case audit to ensure agent's adherence to SOP
5. Conduct daily check-ups with BPOs Team Leads to assist any concern raised by the agents, if necessary
6. Conduct performance review with BPOs (weekly basis) and stakeholders (weekly / monthly basis) to update on the BPO's main KPI achievements, or to gather feedback on any impediments faced
7. Conduct a monthly checkpoint with internal QA team to discuss on any SOP / Scorecard gaps
8. Liaise with internal teams, BPO Team Leads and stakeholders on matters concerning processes (process flow, email templates, etc)
9. Request for BPOs access to applications, if necessary
10. Provide administrative support to Operations Manager (OM) on matters pertaining to BPOs performance (e.g. analysis, deep dive on issues, etc) and other task as directed by the OM or the management
Job RequirementsJob Benifits
