Business Support Lead

3 weeks ago


Kuala Lumpur, Malaysia Shopee Full time

DepartmentOperations- LevelExperienced (Team Lead)- LocationMalaysia - Kuala LumpurThe 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.
- Lead and act as the primary contact of the overall knowledge management, training, QA, chatbot management
- Establish, maintain, refine and update SOPs to ensure agent knowledge is up-to-date.
- Lead the QA team, to identify the agent performance gap versus target, maintain key performance indicators (KPIs) for customer service quality
- Lead the training team, to design and implement training programs for contact center agents, optimizing product knowledge and customer service skills.
- Continuously improve training content and evaluate the effectiveness of training programs, making necessary adjustments.
- Work with internal stakeholders to identify problems, trends, and take corrective action based on measuring and evaluating agent performance
- Understand Shopee’s chatbot functionalities in detail - Develop and manage end to end models and tools, liaise with different functions, identify top contact drivers and mitigate contacts to Live agent by utilizing available Chatbot tools.
- Data analysis: Understand the data provided by the regional team and have a critical mindset to propose changes based on unmet KPI’s.
- Ensure a high level of communication with our BPO’s to constantly collect their perceptions as to how to improve our chatbot and other systems.
- Understand critical issues through accurate and focalized data analysis of our ongoing projects.
- Support operations to optimize performance as it relates to efficiency and quality metrics

**Requirements**:

- Bachelor's degree in business administration, management, or a related field
- Minimum 6 years’ experience in customer service management
- Strong communication skills, both written and verbal
- Ability to work independently and as part of a team
- Knowledgeable in Contact Centre Operations, knowledge management & agent training, and understands what is needed to improve agent performance in the Contact Center
- Strong analytical, problem-solving, and trend analysis skills
- Excellent presentation and collaborations skills; ability to communicate at a high level across diverse team of stakeholders
- High energy, self-motivation and ability to thrive in a fast-paced working environment with a customer focused attitude
- Ability to juggle many projects and consistently deliver results with relentlessly high quality, accuracy and extreme attention to detail as well as manage/mitigate issues and risks
- Proven ability to manage relationships within BPOs/across multiple stakeholders
- Expert Excel skills required; proficient with Google Applications and Microsoft tools (Word, Excel, and PowerPoint)


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