Associate, Partner Performance Management-Bangsar South

Luca

Location not statedJobPosted 3 days agoStill listed 2 days ago

Location not statedJobNo compensation foundPosted 3 days agoStill listed 2 days ago

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At a glance

Compensation

No compensation found

Location

Location not stated

Work Authorization

Not specified

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Job overview

The Associate, Partner Performance Management supports day-to-day Live Channel operations and customer experience at Luca. The role uses customer feedback and pain points to recommend short- and long-term solutions, collaborates with cross-functional teams on key projects, and provides feedback on strategies and campaigns. It also leads operational performance reviews and supports initiatives to improve communication channels, service handling, and workforce quality.

Skills & qualifications

RequiredNice to have

Skills

ManagementCustomer ExperienceAnalyticsSoftware Project ManagementCollaborationProcess ImprovementsThought LeadershipGrowth MindsetGovernanceAgile MindsetSOP ComplianceCross-Team CollaborationAdaptabilityWritten CommunicationVerbal CommunicationEnglishWorking Under PressureEntrepreneurial MindsetResults Orientation

Qualifications

3+ Years Work ExperienceContact Center Industry ExperienceeCommerce Experience

Full job description

Job Description

Hands-on-management of day-to-day operations to enabling "Once & Done" promise delivery to the customers that engage with us via Live Channel.
Drive customer experience via insights of customer’s feedback and pain points, convert into actionable recommendation for short- and long-term solution.
Work closely with Category Management, Platform Governance, Seller Engagement, Logistics and Product teams to drive/support the impact of key projects
Constructive feedback to internal stakeholders on functions strategies and campaigns to ensure there’s proper alignment.
Lead, participate and support projects and initiatives including transforming existing communication channels, service handling mechanics and quality of workforce.
Leading regular operational performance review meetings with business to feedback on performance and discuss continuous improvement opportunities.

Job Requirements

Minimum three(3) years of work experience in contact center industry, eCommerce will be added advantage.
Exceptional thought leadership, growth mindset and analytics skill to create strategic direction for re-engineering and process improvement opportunities.
Clear and strong governance with agile mindset whilst compliance of SOPs, company and regulatory guidelines/ policies.
Track record of collaborations and get result cross-team in a complex working environment.
Demonstrated success adjusting operations to business changes.
Strong analytical skills with excellent written and verbal communication skills in English are required for this position
Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and organization
Able to deliver under pressure, entrepreneurial and results driven

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