Performance Improvement Specialist
Há 2 dias
Empowering local communities through efficient delivery solutions is at the core of our mission. We strive to provide innovative logistics services, breaking geographical barriers and revolutionizing the way we interact with our surroundings.
We have been pioneers in the logistics industry since 2013, achieving remarkable milestones in Asia and expanding our presence globally, including Latin America.
This role involves working with a team to onboard and coach new hires, ensuring they possess the necessary skills to excel in customer-facing positions. The ideal candidate will be responsible for monitoring quality performance, identifying areas for improvement, and implementing strategies to enhance overall efficiency.
The successful applicant will prepare comprehensive support materials, lead continuous training efforts, and maintain alignment with global teams. Strong analytical skills, effective communication, and process documentation are essential attributes for success in this position.
Key Responsibilities:- Develop and implement onboarding programs to ensure new hires can perform effectively in customer-facing roles;
- Conduct regular quality evaluations to track performance metrics and provide actionable feedback;
- Identify opportunities for growth and improvement, and collaborate with leadership to develop targeted strategies;
- Create action plans to update operations and recover underperforming agents;
- Maintain key performance indicators reports and guideline materials;
- Document and follow up on processes to ensure team members remain up-to-date;
- Participate in global alignment meetings to review and negotiate current processes;
- Lead onboarding and continuous training for business process outsourcing teams;
- Provide daily support to team members on their tasks.
- Proficiency in advanced English language skills (conversation and writing);
- Familiarity with Google Suite (Google Sheets and Slides) or Microsoft Office package;
- Prior experience in training and development;
- Prior experience in quality assurance monitoring and evaluation;
- Prior experience with process design and flowcharts;
- Prior experience in continuous improvements.
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