Responsibilities:
- Develop and implement a performance monitoring system for BPO agents that tracks key metrics including ticket resolution time, SLA adherence, and customer satisfaction.
- Conduct weekly data reviews to analyze performance metrics and identify trends, providing actionable insights to management.
- Design and implement a quality assurance process to regularly evaluate a sample of tickets managed by BPO agents.
- Create and maintain a checklist for assessing the quality of ticket responses and resolutions, ensuring they align with established standards.
- Establish a structured feedback loop between BPO agents and internal teams to facilitate communication and address common challenges.
- Analyze feedback to pinpoint training needs and areas for improvement, collaborating with relevant teams to develop and deliver training programs.
- Work closely with cross-functional teams to identify opportunities for process improvements and implement best practices in ticket handling.
- Assist in the onboarding process for new BPO agents, ensuring they are familiar with performance expectations and quality standards.
- Facilitate periodic training sessions to address skill gaps and enhance agent performance.
Requirements:
- Bachelor’s degree in Business Administration, Management, or a related field preferred.
- 1-2 years of experience in a BPO environment or customer service role, with a focus on performance monitoring or quality assurance being advantageous.
- Strong analytical skills with the ability to interpret data and metrics effectively.
- Excellent written and verbal communication skills (English and Indonesia).
- Proficiency in performance monitoring tools, customer service software, and Microsoft Excel.
- Detail-oriented with a strong commitment to quality and continuous improvement.
- Ability to work collaboratively in a team environment while also demonstrating independence.
- Adaptability to changing priorities in a fast-paced setting.
- Familiarity with data analysis tools (e.g., Excel, Power BI) and CRM systems is preferred.
- Willing to placed in JABODETABEK area.
