BPO Performance Management Associate - Customer Service, Shopee

Shopee

Ho Chi Minh, Vietnam

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Job Description

Job Description:

BPO Oversight: Oversee the operational performance of BPO partners, ensuring KPIs and SLAs are consistently met:
- Customer Service Metrics: SLA, User Waiting Time, Aging, First-Contact Resolution Rate, etc.
  OR
- Return & Refund Metrics: E2E lead time, Win Rate, CSAT, etc.
Performance Tracking: Establish and track comprehensive performance metrics to evaluate operational efficiency and service quality.
Data-Driven Optimization: Use data-driven insights to identify improvement areas and optimize overall performance.
Cross-Functional Collaboration: Work closely with cross-functional teams, including Workforce Management (WFM), Quality Assurance (QA), and Team Leads, to align BPO performance strategies with overall business objectives.
Reporting: Provide regular performance reports to senior management, highlighting achievements, challenges, and areas requiring attention, along with actionable insights.
Continuous Improvement: Continuously assess and enhance BPO processes, systems, and workflows to improve operational efficiency and customer experience/satisfaction.

Requirements:

Bachelor's degree in Business Administration, Operations Management, Data Analytics, or other related fields
Proven experience in managing BPO performance, including managing performance metrics and operational efficiency.
Have analytical skills with a data-driven approach to performance management and problem-solving.
Excellent communication and collaboration skills, with the ability to work effectively across different teams.
Ability to manage multiple priorities and drive continuous improvement initiatives.
Have leadership and coaching abilities.
Shift-working (5 days/week according to the schedule assigned by the management).

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About Company

ShopeeJob Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 140478301

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