Operation Excellence

17 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time

Job Description

  • Monitor and drive the quality and productivity of buyer chat interactions, focusing on CS (Customer Service) performance metrics.
  • Lead automation initiatives, including the implementation and optimization of chatbot solutions.
  • Collaborate with Operations and SPX teams to develop and refine Standard Operating Procedures (SOPs) that address recurring buyer concerns.
  • Analyze trends and pain points raised by customer service agents ("agents of despair") to design and implement impactful process improvement projects.
  • Ensure alignment and execution of initiatives with a clear understanding of SCOM and its various business lines.
  • Manage and lead a team comprising CS agents and fleet full-time employees (FTEs), ensuring high performance and strong team communication.

Requirements

  • Bachelor's degree in a relevant field (e.g., Business, Operations Management, Supply Chain or related disciplines).
  • Proven experience in managing frontline teams, including performance tracking and team development.
  • Strong communication skills with the ability to influence and drive cross-functional collaboration.
  • Demonstrated experience in leading process improvement or customer experience projects.
  • Must have prior experience in a fast-paced, dynamic industry environment.
  • Working Location: Bukit Raja, Klang

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