Team and Role Introduction:
Partner Performance Management & Process [PMP] drive operational excellence and enhance customer experiences by leveraging analytical skills and deep understanding of Lazada products and systems. This role will collaborate closely with Product, Process, and Customer Experience Teams to implement seamless project changes and new features, ensuring our BPO partners consistently deliver top-notch service.

Responsibilities:

• Performance Analysis & Process Improvement: Analyze BPO performance metrics and operational data to identify opportunities, develop action plans, and implement process improvements to enhance efficiency and effectiveness.
• Operational Excellence: Develop and implement process changes to guide Customer Care Specialists in delivering superior customer experiences while improving operational efficiency.
• Product & System Expertise: Gain in-depth knowledge of Lazada’s products, services, and systems used by customers (buyers and sellers) and the Customer Care team to provide informed support and drive improvements.
• Collaborative Implementation: Work closely with Product and Customer Experience Teams to ensure smooth project transitions and the successful integration of new features into the platform.
• Best Practices Promotion: Assist in promoting the implementation of best practices with BPOs to ensure consistent and high-quality service delivery.
• Customer Feedback Analysis: Conduct in-depth analysis of customer feedback, trends, and market insights to identify opportunities for product development, operational process design, and enhancements to agents’ SOPs, thereby improving the customer experience on the Lazada Seller application.