Performance Lead, Partner Service

Job Description- Function as the contact person between SSC APAC and the BPOs/countries you are assigned to from Central Ops - Responsible that the BPOs/countries are well-updated with all new process updates, features, and any other information released by the Central Ops team - Need to guide and assist the team in order to achieve their chat performance, quality, and other segments based on our OKR - Have to ensure we have enough headcount is sufficient daily to cater for the volume of orders & incoming chats - Need to analyze the data to see which are the areas that we need more focus on and improve - Actively engage with the BPO partners to ensure they are on the right track in achieving the given targets - To liaise with the Local Ops.
Receive feedback and inputs from them, to come up with action plans accordingly - Provide them with targets, a timeline to improve their performance - Take accountability when for the performance of the BPO.Qualifications• Proficient in Mandarin language.•Good problem-solving skills.• Able to think creatively to improve the overall performance.• Must be willing to go the extra miles.• You need to be a decision-maker.
You need to have your facts/data right and take decisions and must be able to make the hard choices (definitely after discussing with the management).• Need to be a good team-player.• "Able to apply SMART goals in your day-to-day tasks (Specific, Measurable, Attainable, Relevant, Time-bound)"• Area of Focus:- Chat Performance (SLA / AHT / Incident Rates).- Quality Performance.- Agent Banding.- VSAT (by countries/team/agents).- SOPs and processes.- Management level (Hiring/Recruitment/Training/Attrition).