Performance Lead (Japanese Speaker) (BB-DC62C)

Found in: Neuvoo HK


Japanese speaking candidates ONLY ( Speak, Read & Write)


Team Lead is the front-line supervisor that is responsible in:

  • Providing quality and efficient Customer Service to foodpanda’s guests through the daily management of a team of CSE.
  • To ensure maximum involvement and contribution from the team members under their leadership.
  • To manage, coach and monitor the team while coordinating with other leaders or partners to ensure that all relevant service levels and KPIs are met.

    Daily Management

  • Determine the appropriate monitoring tools necessary to run the department effectively.
  • Collaborate with appropriate resources to implement and develop monitoring tools.
  • Recruit, screen, interview, hire, train, lead, and manage employees and their performance
  • Oversee and track daily productivity, including reporting on metrics to the Executive team on a monthly basis.
  • Establish and track against performance targets for each BPO job.
  • Ensure service level agreements (SLAs) are being met.
  • To ensure quality performance parameters are being adhered and achieved 
  • Handle BPO support emails and calls.
  • Ensure security awareness standards are being adhered to.
  • Perform predefined, maintain appropriate process documentation for each BPO.
  • Work with WFM and Local Ops to develop or review new services offerings within the BPO space.
  • Actively engage with BPOs on a daily basis to follow-up on the performance/operations 
  • Operations/Other

  • Collaborate with Professional Services where BPO operations intersect with services implementations and/or customer conversions.
  • Meet established deadlines where applicable. Identify and mitigate risks that may prevent the ability to meet targets.
  • Disaster Recovery - planning and execution of BCP related situations.
  • Function as a bridge between the BPO and inhouse team 
  •   Note : The above are examples of key duties and responsibilities and are descriptive rather than restrictive in nature. Other duties and responsibilities may be assigned.

    Qualifications & Background Education & Certifications

  • Prefer Bachelors in management or relevant experience in contact center management for at least 2 years.
  • Bilingual - Japanese and English
  • Willing to travel to BPOs which are located outside Malaysia whenever required. 
  • Knowledge & Technical Skills

  • Experience with Windows and multiple business applications
  • 1) Analytical - Expert

    2) Stakeholder management - Expert

    3) Contact center Management - Advanced.

    4) Continuous Improvement - Expert

    5) Communication Skill - Expert

    6) Excel Skill - Advanced

    7) People Management - Good

    8) Emotional Intelligence – Advanced

  • Very familiar with the workflow for BPO business
  • Disaster and recovery plans(planning) and preparation.

  • Minimum of 1- 2 years working experience as Team Leader in any contact center
  • Good written and communication skills
  • Permanent position 
  • Proficient in English in both oral and written
  • Proficient in Japanese in both oral and written
  • Strong analytics skills and good in reporting
  • Experienced managing a team 
  • Experience in reporting using Microsoft Excel or Google Sheet is an added advantage 
  • Experience in Zopim/Zendesk is an added advantage
  • Able to work on shifts, weekends and Public holidays 
  • Willing to take on additional task assign 
  • Reliable, punctual and motivated 
  • Open to Malaysian Citizen only 

    A top-notch office in Kuala Lumpur, Malaysia close to amazing restaurants. Inside the walls of this office you’ll find:

  • An empowering, international and agile working environment
  • Responsibility from day one in an innovative and rapidly expanding tech business
  • Regular office parties and exciting team events
  • And a bunch of cool extras including a kicker table and table tennis, as well as free fruits and, ofcourse, a monthly corporate allowance for foodpanda.
  • calendar_today5 hours ago

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