Deskripsi Pekerjaan

  • Implementation and cascade into the team's work plan to ensure the achievement of Customer Excellence (CEx) Objective Key Results (OKR)
  • Work closely with other CEx team (Customer Engagement team) in building Business Process Outsourcing (BPO) Key Performance Indicator (KPI) metrics to ensure alignment with Customer Care OKR and directions.
  • Highly involved and be the key person on Partner Selection and assessment process including and not limited to pre & post partner selection to acquire strategic BPO partners that fit operational needs. Ensure that the process follows the company Procurement guideline & comply to all regulations & set the right standard of processes.
  • Align commercial detail by negotiating with BPO based on the direction/threshold that has been set & ensure all important matters are recorded in the contractual agreement.
  • Keep track & monitor BPO's performance to the agreed terms & work with the Operations team to ensure its implementation on the grounds.
  • Oversee & ensure all requirements needed to put BPO live & running are in place whereas user access management and assignments by working with various external stakeholders
  • Ensure the BPO commit with what that has been implemented in the master service agreement and monitoring the compliance rate of BPO based on the agreement
  • Maintain relationship with BPO partners at CRM up to Manager Level & become an escalation point from the Operations team for any difficulties.

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