BPO Management

Responsibilities:

• Oversee the operations of CS team members and BPOs to ensure that Shopee provides excellent customer service
• Monitor, manage and ensure that key user experience metrics such as abandonment rate, customer satisfaction, backlogs and productivity are consistently met by partner BPOs
• Management of contract and addendums based on operational requirements and changes in the prior agreement signed
• Contact person for CS on any operational and/or process inquiries for other stakeholders.
• Leading daily, weekly huddles and required monthly and quarterly business review with stakeholders and BPO management team.
• Plan, lead and supervise any projects to improve KPI metrics and ensure commitment from BPOs in achieving targeted goals.
• Visit and be hands-on with CS operations at BPO offices
• Manage expectations and to take feedback from BPO on operational improvement suggestions and lead a project for such proposals with relevant team (local and regional) for business improvement purposes.
• Ensure positive relationships with BPO management team is maintained at all times - and grievances to be handled in such a way that it reflects Shopee values.
• Proactively work with internal support teams for any add-value projects or initiatives to close gaps and optimise current SOP and arrangement.

Qualifications:

• Minimum of 3+ years of proven experience in vendor management or partner management or in consulting or contact centre environment
• Bachelor’s or Master’s degree
• Must be capable of dealing confidently and professionally at executive level internally and at partner side
• Proven ability to manage complex processes and drive continuous process improvement
• Excellent verbal, written, interpersonal, leadership and organizational skills
• Excellent project and program management skills, including demonstrated ability to manage projects across teams where influencing skills are required
• Worked with or Able to comprehend KPIs/performance data reports
• Happy to work in a fast-paced environment