Role & Impact: The Frontline Lead (Voice/Non-voice) will directly own channel performance and lead a team of agents/staff to ensure a flawless experience for Shopee customers.
Key Performance Metrics: The role is responsible for daily monitoring and driving crucial customer experience KPIs, including Service Level Agreements (SLAs), Productivity, Customer Satisfaction (CSAT), Resolution Time, and Quality Assurance (QA).
Process & Project Excellence: The lead will spearhead data-driven process improvements and end-to-end projects-such as revamping SOPs and implementing system automation-while working closely with in-house teams and BPO partners
Leadership & Management: Responsibilities include managing, coaching, and developing team members to reach their maximum potential, as well as preparing performance reports for high-level management.
Requirements:
Thai nationality
Bachelor's Degree in any related fields.
At least 3++ years experience in a contact center, managing a team of at least 10 agents.
Good command of written and spoken English
Flexible and open-minded with good service mind with the ability to handle customer's complaint and inquiry
Good logic and able to form assumption to identify team/individual performance gap
Worked with or Able to comprehend KPIs/performance data reports
