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Customer Service Operations Lead

3 weeks ago

Kuala Lumpur, Malaysia Shopee Full time

**:

- Lead the overall Operations team i.e. Inhouse and BPO (business process outsourcing)
- Lead Customer Service team in delivering high quality customer service experience through effective management of day to day operations
- Motivate team members including Team Leads and Customer Service Agents, ensuring that tasks are performed in line with and beyond the desired service level and Key Performance Indicators (KPIs), such as Customer Satisfaction (CSAT), First-Call Resolution (FCR), Attendance etc
- Track and monitor aging cases, escalate and resolve as appropriate
- Initiate and perform root cause analysis in cases of failure in Service Level Agreement, implement agile initiatives to mitigate reoccurrence
- Review function's overall resources on a regular basis, workforce planning and ensure optimum manpower is available to support existing and ad-hoc business needs
- Utilise various data pool and metrics in daily operations and provide real time insights, escalation with proposed solutions to key stakeholders
- Responsible for team members' developmental needs, including but not limited to coaching, direction setting and performance monitoring
- Drive continuous improvement initiatives in daily operations to promote an efficient, effective and adaptable mindset amongst team members
- Active participation in ad-hoc tasks, if any

**Requirements**:

- Degree holder in any field of studies
- Minimum 5 years of relevant experience in Contact / Call Centre or Customer Service environment with 2 years in a Team Manager capacity
- Passionate in delivering excellent customer service experience
- Excellent leadership, communication and negotiation skills
- Efficient and structured thought process
- Able to work independently with mínimal supervision
- Willing to work on a rotational shift basis, which may include night / weekend shifts depending on team schedule