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Customer Service Operations 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 the Customer Service Operations Team which includes both in-house and BPO management
- In-house management:

- Lead sub-functions include SWAT (high risk) operations, Escalation, Community CS, Specialized queue such as Logistics and Legal
- Identify and implement process improvements to streamline operations, reduce backlogs and customer response times, and enhance the overall customer experience.
- Regularly analyze data and KPIs to make informed decisions and track performance
- Support operations to optimize performance as it relates to efficiency and quality metrics
- BPO management:

- Act as the primary point of contact in overseeing and monitoring the overall management of the BPOs
- Lead regular business reviews and any vendor relationship management activities
- Work with vendors and internal stakeholders to understand the business requirements, track action plans, and initiatives to meet performance targets
- Ensure vendor service levels meet contractual targets and develop necessary countermeasures, including defining penalties or developing action plans
- Identify problems, trends, and take corrective action based on measuring and evaluating vendor performance
- Manage and maintain contractual work, allocated budgets where relevant, support periodic negotiation of rates and contracts
- Be involved in vendor relationship management activities, including vendor selection, onboarding process, and vendor operations strategy
- Work closely and oversee all BPO(s) and act as a liaison between the company and the vendor to achieve desired outcomes, including but not limited to contract maintenance, review of vendor billing/request to ensure compliance with the agreed terms
- Address gaps, especially as it relates to contract adherence

**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)