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
Skills
Vendor Management
Program Management
Leadership Skills
Interpersonal Skills
Functions
Project & Product Management
Job Overview
Job Type:
Full-Time
Company
Shopee
194 active jobs
Industry:
Consumer Goods, Retail & E-Commerce
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