Deskripsi Pekerjaan
At Foodpanda, we are revolutionizing the food delivery industry across Asia. We are a dynamic and fast-paced company dedicated to delivering not just food, but an exceptional experience to our customers and partners.
We are looking for a highly analytical and results-driven BPO Performance Specialist to join our team in Kuala Lumpur. In this critical role, you will be the bridge between Foodpanda and our Business Process Outsourcing (BPO) partners. Your primary mission will be to monitor, analyze, and optimize vendor performance to ensure our service delivery meets the highest standards of quality, efficiency, and customer satisfaction.
You will play a pivotal role in driving data-informed decisions, fostering strong vendor relationships, and implementing strategic initiatives that directly impact the bottom line. You will collaborate closely with cross-functional teams, including Operations, Quality Assurance, and Training, to drive a unified approach to vendor management. If you have a passion for turning data into actionable insights, a talent for building partnerships, and a drive for continuous improvement, this is the perfect opportunity for you to make a significant impact in a leading global tech company.
Join us in our mission to bring the world's favorite food to our customers' doorsteps. We offer a vibrant, collaborative work environment where your contributions are valued, and your professional growth is actively supported through learning and development opportunities.
Tanggung Jawab
- Deliver transparent, data-driven reports and performance dashboards to internal stakeholders on BPO vendor performance.
- Build and maintain strong working relationships with external BPO partners to ensure alignment with Foodpanda's service standards and KPIs.
- Conduct root cause analysis of performance gaps and collaborate with vendors to implement effective corrective action plans.
- Monitor real-time operational metrics (Service Level, Quality, Productivity) and drive continuous improvement initiatives.
- Participate in regular business reviews and performance calibration sessions with vendors to ensure consistent service delivery.
- Develop and maintain standard operating procedures (SOPs) and training materials in partnership with BPO vendors.
- Support the transition and onboarding of new processes or campaigns to the BPO ecosystem.
- Identify opportunities for automation and process optimization to enhance overall operational efficiency and reduce costs.
Kualifikasi
- Diploma or Bachelor's degree in Business, Statistics, Operations Management, or a related field.
- Minimum of 2-3 years of experience in BPO performance management, workforce management, or a similar analytical role.
- Strong proficiency in data analysis tools and Microsoft Excel/Google Sheets (experience with SQL, Looker, or Tableau is a significant advantage).
- Excellent communication, presentation, and stakeholder management skills.
- Proven ability to manage multiple projects and thrive in a fast-paced, dynamic environment.
- Experience with CRM and reporting tools (e.g., Salesforce, Zendesk) is highly desirable.
- A problem-solving mindset with a strong attention to detail and a focus on data accuracy.
- Fluency in English is required; proficiency in additional Asian languages is a bonus.