Deskripsi Pekerjaan
Are you a data-driven professional with a passion for optimizing operational excellence? Foodpanda is looking for a detail-oriented BPO Performance Specialist to join our dynamic team in Kuala Lumpur. In this pivotal role, you will be the bridge between our business objectives and our external BPO partners, ensuring that our customer experience remains world-class.
You will be responsible for tracking, analyzing, and reporting on key performance indicators (KPIs) to drive continuous improvement. If you excel at turning complex data into actionable insights and enjoy building collaborative relationships with diverse stakeholders, we want to hear from you. Join us in shaping the future of food delivery in Malaysia.
Tanggung Jawab
- Monitor and analyze daily, weekly, and monthly vendor performance metrics against established Service Level Agreements (SLAs).
- Provide transparent, data-driven reporting to internal stakeholders to highlight trends, bottlenecks, and opportunities for optimization.
- Facilitate regular business review meetings with BPO partners to discuss performance results and identify root causes for any variances.
- Develop and implement performance improvement plans (PIPs) for underperforming vendor teams.
- Collaborate with cross-functional teams, including Quality Assurance and Training, to ensure alignment with operational standards.
- Maintain and update internal performance dashboards to ensure real-time visibility for management.
- Identify process gaps and propose innovative solutions to enhance overall BPO efficiency and cost-effectiveness.
Kualifikasi
- Bachelor’s degree in Business Administration, Operations Management, Data Analytics, or a related field.
- Minimum 3-5 years of experience in BPO management, vendor performance monitoring, or operations analytics.
- Strong proficiency in Microsoft Excel (VLOOKUP, Pivot Tables) and data visualization tools like Tableau or PowerBI.
- Proven ability to build and maintain strong working relationships with external vendors and internal departments.
- Excellent analytical and problem-solving skills with a keen eye for detail.
- Strong communication skills, both written and verbal, with the ability to present data-driven insights to stakeholders.
- Experience in high-volume, fast-paced customer service environments is highly preferred.