Performance Lead (Thai Speaking, Kuala Lumpur)

Performance Lead (Thai Speaking, Kuala Lumpur)

Agensi Pekerjaan Asia Recruit Sdn Bhd
Kuala Lumpur
2-10 years
66000 - 75600 MYR

Job Description

RESPONSIBILITIES:

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
REQUIREMENTS:

  • Minimum of 1- 2 years working experience as Team Leader in any contact center
  • Prefer Bachelors in management or relevant experience in contact center management for at least 2 years.
  • Proficient in English in both oral and written
  • Proficient in Thai both oral and written

It is Asia Recruit's (www.asiarecruit.com.my/) vision to enrich people's lives through a better employment opportunities and to provide companies with quality HR consultancy and solutions that help them to get the right candidate, increase productivity, improve efficiency and manage the bottom line.
We represent our clients, locally and internationally from small to large multinational organisations from various industries such as oil and gas, manufacturing, call centre, telecommunication, healthcare, technology, FMCG and many more with specialisation in the areas of human resources, accounting, customer service, engineering, IT, administration, sales, marketing, etc.
Our established client is looking for dynamic and result oriented candidate to fill their current job opening.

Interested candidates are required to apply online or email your resume to careers@asiarecruit.com.my . Only short-listed candidates will be notified.

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level Hiring For: Mid Level, High Level, Top Management

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