Performance Lead, Rider Services

7 months ago


Kuala Lumpur, Malaysia Delivery Hero Full time

About the opportunity
- Function as the BPO and country owner for the ones that they have been assigned to.
- The bridge between the Central Ops X BPO X Local Ops.
- To ensure the overall performance and operations are running smoothly in the BPOs.
- To ensure the headcount in BPOs are intact and all hiring/replacements are happening on a timely manner.
- Must be able to possess a deep understanding of the country's local context which will have an impact on the business and operations.
- Able to come up with new plans and suggestions in terms of the process to improve the overall performance and experiences of the Rider Services operations.
- Responsible to assemble and report various data which are important to improve the operations of the Rider Service team.
- Collaborate and work with the relevant teams to come up with new tools, or processes to improve the chats I/O, quality performance or rider experience.
- Be prepared with backup/recovery plans for the BPOs in cases of emergencies.
- Continuous engagement with the Local Operations to get their inputs, feedback, and suggestions.
- Constant engagament with the BPOs to discuss on their performance, improvement plan.
- Must closely monitor the order growth in the countries and decide if we need any amendments in the rewarded headcount and scheduling.
- Managing a team of Team Leads, QAs, Trainers, Agents, and Real Time Analysts in the BPO.
- Provides help to the management, including hiring and training.
- Must be able to effectively keep the higher management updated with the team performance/feedback/action plan.
- Conduct sanity checks on special verticals and SOPs on a time-to-time basis.

What you need to be successful
- Good problem-solving skills.
- Able to think creatively to improve the overall performance.
- Must be willing to go the extra miles.
- You need to be a decision-maker. You need to have your facts/data right and take decisions and must be able to make the hard choices (definitely after discussing with the management).
- Need to be a good team-player.
- Area of Focus:

- Chat Performance (SLA / AHT / Incident Rates).
- Quality Performance.
- Agent Banding.
- RSAT (by countries/team/agents).
- SOPs and processes.
- Management level (Hiring/Recruitment/Training/Attrition).

Who we are



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