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.
REQUIREMENTS : 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
WHAT WE OFFER:
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.