BPO Management (Customer Service) - Operations, ShopeePay

• Establish and monitor Key Performance Indicators (KPIs) and service quality targets for BPO partners.
• Coordinate with relevant departments to resolve issues arising during collaboration with BPO.
• Organize regular meetings to exchange information, evaluate performance, and discuss improvement opportunities.
• Serve as the primary point of contact between the company and BPO partners.
• Manage BPO contracts, BPO budget, track costs, ensuring compliance and cost optimization.
• Handle issues related to payments and invoices.
• Participate in BPO-related projects as required.
• Report regularly on performance and BPO-related issues to line manager.

Requirements:

• At least 1 year of experience working in BPO management, project management, or equivalent positions.
• Strong data analytical skills for tracking performance.
• Ability to use gsheet, Excel, PowerPoint, and other working systems.
• English communication skills are a plus.
• Good communication and negotiation skills
• Ability to work independently and in a team.
• Proactive attitude and able to multitask.