To provide exceptional frontline people leadership and operational management for the Level 1 and Level 2 Contact Centre for Lalamove in Brazil and Mexico. The role is expected to be based in Brazil.
Primary responsibilities:
Manages frontline operation teams to ensure operational excellence and excellent customer serviceProduce accurate reports, identify root cause, and come up with relevant action plans to address the gaps in relation to team, department KPIs and service quality standardsOversee day-to-day operations of BPO partner, including SLA monitoring, issue resolution, and process improvement initiativesDevelop a productive and achievement oriented working environment for employees resulting in high engagement scoresProvide effective coaching and performance management to the Customer Service Team Leaders as required to enable the best chance of employee success and customer satisfaction.Coordinate with relevant personnel and stakeholders, including Managing Directors, CX Functional team and other departments, in solving problems that would address staffing requirements, work assignments and the like in ensuring that L1 and L2 operations are functioning at its optimumAdditional Responsibilities:
Complete ad-hoc assignments from CX Functional teamContribute to the Lalamove growth in Brazil and MexicoIniciate projects that will help improve customer satisfaction and address business requirements (ABR, contact ratio, etc.) This position reports directly to the team based in Hong KongQualifications:
Bachelor's degree or college experience preferred.Proficiency of computer skill in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google SuiteAbility to communicate effectively with people at different levelsAbility to develop, implement and review policies and proceduresWork experience in customer service field, with a team management capacity A sound knowledge and understanding of contact centre management principles Excellent command of written and communication skills in EnglishExperience in a logistics or start up environment would be an advantageExperience in multi-location, multi-culture environment is a plus
