Job Description

Join BIC World, a community of brands dedicated to creating ingeniously simple and joyful products that have been part of hearts and homes for over 75 years. We are committed to growing our iconic and innovative brands by reimagining everyday essentials in new, sustainable, and responsible ways.

Our culture encourages a "roll up your sleeves and get the job done" mindset, ensuring self-starters, problem solvers, and innovative thinkers can truly thrive. At BIC World, you are empowered to take ownership of your career and use your unique perspective to make a meaningful, global impact on our mission.

The Performance Coordinator supports the Order to Cash (OTC) team by designing and delivering training, managing quality assurance programs, and monitoring performance across Customer Service and Accounts Receivable operations. Working closely with the Business Process Owner (BPO), this role ensures that CS/AR agents have the skills, tools, and up-to-date knowledge required to deliver a consistent, high-quality customer experience. The Performance Coordinator also contributes to KPI development and translates quality and performance data into actionable insights that drive continuous improvement across the OTC cycle.

Key accountabilities:

2.1 Training Design & Delivery

• Develop and maintain the OTC training framework, covering onboarding programmes for new joiners, role-specific upskilling curricula, and periodic refresher training.
• Design engaging training materials, e-learning modules, job aids, and quick reference guides aligned with current processes and system configurations.
• Deliver training sessions in person and virtually, and coordinate with external training providers when specialist content is required.
• Partner with the BPO to ensure all training content reflects the latest process updates, SOPs, and system changes, maintaining version control across all materials.
• Support new system rollouts and process changes by developing targeted training plans and communication materials to ease adoption across the team.

2.2 Quality Assurance & Monitoring

• Own and manage the quality monitoring programme, including structured call audits, email reviews, ticket quality assessments, and closed-loop feedback to agents.
• Coordinate regular calibration sessions with team leaders and the BPO to ensure consistent quality scoring standards and fair evaluation across the team.
• Identify recurring quality issues and escalate systemic gaps to the BPO with supporting data and recommended corrective actions.
• Maintain and continuously improve quality scorecards, assessment rubrics, and feedback templates to reflect evolving customer and business expectations.

2.3 Performance Monitoring & KPI Management

• Track and analyse team and individual performance KPIs, including order accuracy, response times, service level adherence, backlog status, and customer satisfaction scores.
• Contribute to the development of new KPIs when requested by the BPO or leadership, ensuring metrics are meaningful, measurable, and actionable.
• Produce regular performance reports, trend analyses, and dashboards that provide leadership with clear visibility of team performance and emerging risks.
• Translate performance data into clear narratives and recommendations, supporting data-driven decision-making at team and operational level.

2.4 Skill Gap Analysis & Development Planning

• Proactively identify individual and team-level skill gaps through quality monitoring results, performance data, and direct observation.
• Design and propose targeted development actions, including peer learning, structured refreshers. Track the effectiveness of development interventions through follow-up assessments and performance trend monitoring, adjusting plans as needed

2.5 Knowledge Management & Documentation

• Maintain the OTC knowledge base, CS playbooks, process guides, and FAQs, ensuring all content is accurate, accessible, and regularly reviewed.
• Manage documentation version control, ensuring agents always have access to the most current procedures and reference materials.
• Support the BPO in capturing and standardising process knowledge, particularly following system changes, market integrations, or process redesigns.
• Provide structured insights from quality monitoring and performance analytics to support
• Monitor the impact of process and system changes on team performance and quality scores, reporting findings back to the BPO

Knowledge, skills and experience:

• Minimum 2/3 years in a similar function and Experience in Bic Sofia/SSC Industry
• Technical and practical application experience in Customer Service procedures and controls
• Able to deal with and enhance complex, computerized business systems - BIC is using multiple internal tools and systems (JDE, SHOWCASE, SNOW)
• Communication skills
• Analytical skills with the ability to work confidently with performance data (Excel, Power BI, or equivalent reporting tools)
• Experience in OTC operations, training, or quality assurance Strong communication, facilitation, and coaching skills.
• Ability to analyze performance data and translate it into actionable insights.
• Experience in designing and delivering training programmes, ideally within a shared services or BPO environment.
• High attention to detail and commitment to accuracy.
• Familiarity with quality monitoring tools and CS platforms.
• Ability to work collaboratively with process owners, team leaders, and operational teams.

BIC World is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics. All employment is decided based on qualifications, merit, and business need.

BIC World is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any team member at BIC via email, or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC, and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means.