BPO Partner LeadHead Office

The BPO partner lead will report to the BPO operations manager and will be responsible for supporting the offshore contact centre from a performance and support perspective.This role will be responsible for reviewing, monitoring, engineering and optimising our core contractual KPI’s with the aim of making our operational teams more efficient. You’ll engage with subject matter experts and key stakeholders to make decisions that influence the best service for our customers, You will monitor and review BPO performance daily engaging with wider teams to ensure the overall success of customer satisfaction.What you'll be doing?

Continually review, monitor and evaluate the contractual performance metrics and support/build action plans as required.Accountable for customer feedback and sharing process improvements with the journey and training teams.Collaborate with other partner leads within the team to ensure updates are aligned and support where required.Leading/engaging with key stakeholders internally and externally around performance and improvement plans from tracking contractual performance KPIs.Working closely with Training & Quality teams to ensure that appropriate governance processes (including change management) are implemented to ensure adherence to business processes by our teams.Working closely with the Process and Training team in supporting the review and sign off for new training materials, formal procedures and guidance documents and ensuring BPOs land this with their colleagues..Undertake and coordinate analysis of performance. Report and present back on any findings with proposals aligned to this.Work collaboratively with Strategic Change team to plan, implement and measure impact of tactical / strategic process improvements. Let's find out about you?Problem Solving – Critical thinking with the ability identify performance issues and opportunities whilst ensuring to solve problems/issues quickly and effectively by holding the BPO teams accountable.Communication - Strong communication skills, both written and verbal, with the ability to effectively work with cross-functional teams and understand the key KPIs and business processes. Analytical – Detail oriented with a focus on accuracy, consistency and quality with an ability to analyse data and form recommendations.Organisational Skills – Strong organisational and time management skills with the ability to comfortably manage multiple initiatives at once. Everything you'll love

To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices.Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.

You will also get an excellent benefits package including:

Discretionary company bonusCompany pension up to 7% matched15% colleague discount in store and onlineFree access to wellbeing services such as Wagestream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas.Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebratedExcellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves

Find your everything Apply here