Senior Projects

5 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time
Senior Projects - Operations, ShopeeFood

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description
  • 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 and coach team members by providing clear direction, feedback, and support for continuous improvement.
  • 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.
Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Other

Industries

Internet Marketplace Platforms and Technology, Information and Internet

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