Senior Projects
5 days ago
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.
- 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.
Mid-Senior level
Employment TypeFull-time
Job FunctionOther
IndustriesInternet Marketplace Platforms and Technology, Information and Internet
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