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The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products.
The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates.
The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
Job Description:
Lead and coach team members by providing clear direction, feedback, and support for continuous improvement.
Monitor and improve CS Ops team performance to meet key operational deliverables (e.g.
contact rate, backlog, productivity, CSAT, FCR, etc.).
Identify gaps and inefficiencies in team performance, targets, or existing processes and procedures to enhance the quality of customer experience.
Lead initiatives to enhance chatbot functionality and effectiveness, improving automation capabilities to address customer queries more efficiently.
Analyze chatbot performance metrics and customer feedback to identify opportunities for improvement.
Lead the setup of new BPO operations to support business growth and ensure seamless service delivery.
Serve as a key point of contact for regional partners, providing updates on performance, key initiatives, and improvement plans.
Take ownership of understanding changes in the business environment (e.g., new product lines, SOP updates, regulatory requirements) and ensure the team is well-prepared to adapt.
Requirements:
Bachelor's degree in a relevant field.
Minimum of 5 years experience in Customer Service or BPO operation setting.
Proven experience leading continuous improvement initiatives and projects.
Experience with chatbot systems, automation tools, and managing chatbot performance.
Strong problem-solving, analytical, and process development skills.
Experience in setting up and managing BPO operations, including vendor management.
Ability to work under pressure, manage tight deadlines, and effectively prioritize tasks.
Excellent communication, stakeholder management, and interpersonal skills.
Proficient in Business English (both verbal and written).
Advanced proficiency in Microsoft/G-Suite applications (e.g., Microsoft Excel, Google Sheets).
Eye for detail and efficiency in completing tasks.
Ability to work independently with minimal guidance in a time-critical environment.#J-18808-Ljbffr