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Associate Business Operations Manager, Operations

2 months ago

Ho Chi Minh City, Vietnam Traveloka Full time

Traveloka is Southeast Asia's lifestyle super app with a mission to fulfill the lifestyle aspirations of our users. Founded in 2012 by ex-Silicon Valley engineers, we set out to solve a central problem: simplifying travel from Indonesia to the world. That's how we became Indonesia's leading travel platform. Today we are so much more than that, our suite of products and services - spanning across travel, local services and financial services - provides our users with an end-to-end solution for their lifestyle needs. From transportation to accommodations, attractions to eateries, and insurance products to financial services, we want to empower the region's fast growing and highly aspirational consumers to enjoy new experiences and explore the world around them. Traveloka is more than just a workplace. It's a dynamic environment centered around the people, where you grow to be the best version of yourselves, creating positive impacts on society, and empower people to fulfill their lifestyle aspirations. Innovation, execution, and continuous development are the traits that Traveloka holds on consistently. Discover what it's really like to unlock your skills and potential through innovation at Traveloka._

To manage the learning & knowledge development of BPO agents & supports by ensuring effective delivery of the training and development within BPO organization. Identifying development and training needs, design, create and deliver solutions. Responsible for setting clear points of evaluation and able to demonstrate the degree of success achieved from all L&D interventions.

To manage the quality performance and compliance of Traveloka process and quality standard as agreed, assuring the standards are maintained and product integrity is preserved, reviews/analyzes data and make sure all activity of quality monitoring is well documented.

To be the business process PIC for the country, to connect with SABP central in ID to align thoughts, inputs, suggestions, findings obtained from BPO, so that we can have a business process or SOP that is the most applicable for the market.

**MAIN RESPONSIBILITIES**

**1/ Training domain**:

- Identifying training and development needs within BPO(s) Operations team through job analysis, appraisal schemes and regular consultation with close coordination with L&D team in Customer Care.
- Coordinate with the BPO(s)' Training team to facilitate learning initiatives in BPO Operations team especially for hard skill competency to achieve the business goal and operational objective.
- Facilitate and conduct the onboarding process (people requirement and recruitment process) for Customer Operations & develop an effective induction program and material.
- Defining, Creating & Reviewing the Training Material and content for BPO(s) while managing the delivery of training and development programs with close coordination with the central L&D team in ID.
- Evaluating training and development programs, monitor and review the training progress of training courses through questionnaires and discussions with BPO(s) Trainer(s) to amend and revise programs as necessary, in order to adapt to changes occurring in the work environment.
- Checking, Monitoring and making sure that BPO(s) have the training master plan for all agents and it is being executed properly and according to the schedule
- Translate the training material from English to the local language (if any)

**2/ Quality Assurance domain**:

- Verifies the frontliners quality results by measuring skills in use of scripts, product knowledge, and service ability, greeting, dictation, listening, etiquette, objection handling, effective solutions given to customer and courtesy while closing the call.
- Provides continual evaluation of existing processes and procedures in the contact center operations.
- Provides structured and timely recommendations and feedbacks to BPO(s); conducting periodical calibration sessions with BPO(s) and team coaching to enhance or correct the behaviors that lead to better customer experience
- Responsible for the overall quality of the customer interactions and process, making improvement recommendations to BPO(s) and monitors the result of stated recommendations.
- Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with the BPO(s).
- Reviewing the QA parameter which is currently used and the correlation with the Customer's culture as well as agent's behavior.
- Responsible to support the KPI's both for agents and for the BPO (CSAT & DSAT achievement)

**3/ Service Assurance Business Process domain**:

- In terms of design, this person should be working together with SABP central in ID to design what is the best SOP/business process to be implemented in VN market
- In terms of execution this person is responsible to deploy the SOP created by SABP central in ID and execute it in the BPO(s)/local market

**4/ As a part of operations monitoring to support

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