foodpanda
Country : Malaysia
  • Full-time

Regional Head of Call Center

Ă— Sorry! This job is no longer available !!!

Do you love food and convenience put together?

Then you just might love foodpanda.

foodpanda (small ‘f’) is the world’s favorite way to order food online. With hundreds of restaurants ready to receive orders via our website and mobile app, no one should have to suffer from the lack of variety or long queues to enjoy great food.

However this doesn’t happen without some really awesome people making it happen!

Responsibilities

  • To ensure that the needs of customers are achieved by setting customer service standards, providing leadership and managing KL centralized Call center
  • Managing the daily running of the contact centre, effective resource planning and implementing contact centre strategies and operations.
  • Handling complex customer complaints and escalation calls.
  • Translate company goals into clear and comprehensive directives for the team. Setting and driving key customer service metrics and operational performance index (KPI).
  • Manage and utilize KPIs to drive positive change in areas such as Service Level, Productivity, Quality, NPS and Customer Satisfaction Ratings.
  • Meet contact centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures and initiating corrective actions.
  • Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes as well as planning areas of improvement or development of the contact centre.
  • Responsible for team structure, recruitment strategy, onboarding and offboarding process, developing training and development programs, reviewing job contributions, planning and reviewing compensation structure and  enforcing policies and procedures.
  • Work with local and global teams to understand root cause of performance challenges and drive a philosophy of continuous business improvement.
  • Lead and/or participate in company projects or seasonal projects based on business development and marketing plans.
  • Ensure employee satisfaction by creating rewards and recognition programs, establishing strong connections with the team and utilizing effective communication to rally the team to work towards a single goal.
  • Managing all contact center assets and infrastructure including maintenance and budget.

Requirements

  • At least 8 years of contact centre experience with 5 years of managerial experience
  • At least a Bachelor’s degree in business, marketing or related area
  • Excellent leadership and interpersonal skills, to lead and manage a team of contact centre executives including building strong partnerships with other regional offices
  • Self-motivated with the ability to work remotely and under pressure, assertive team player with high energy to work in a fast-paced environment
  • Must be able to handle multiple projects and effectively manage different timelines
  • Structured, organized and passionate about processes
  • Fluent in Bahasa and english. A third language would be a plus

Total applicants :3 Job posted 9 days ago Total Views : 74 Unique Views : 74 Today Views : 1


Ă— Sorry! This job is no longer available !!!