Workforce planning and controlling

• Headcount planning and budget controlling
• Review hiring and onboarding newbies to ensure qualified candidates
• Ensure BPO has the succession planning in co-ordination with IH team.
• Engage BPO staff with motivation activities, listening and support real time
• Anticipate and handle any complaint escalation cases whereas exceed the BPO capability to avoid crisis

Control information / workload

• Create Standard Operating Procedures and aligned with QA
• Setting up new BPO, pay daily/weekly frequent meetings/ visits with BPO
• Coordinate BPO closely to update improvements, changes in daily huddle
• Coordinate with internal teams to proceed quick daily team meeting with BPO operations team on following key busy and cold-spot moment and what went well/ not went well/ could have been better

BPO performance

• Setting up KPIs for BPO, devise ways to optimize productivity, design bonus schemes if needed, remove all the process gaps to reach KPIs
• Manage and improve BPO day-to-day performance through monitoring and reporting
• Provide guidance, feedback to improve BPO performance, quality
• Work with internal team to improve SOP among stakeholders

Team management

• Build and develop human resources to achieve common goals of BPO management
• Training and coaching when needed