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Shopee

Customer Service (BPO Management), Associate - Operations, ShopeeFood

Shopee
Ho Chi Minh, Vietnam
3-5 Years
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Job Description

Job Description:

  • Own the end-to-end BPO performance management framework, including conducting formal performance review sessions with BPO leadership.
  • Serve as the main point of contact between internal teams and the BPO management team, ensuring alignment on priorities, escalations, and process changes.
  • Lead cost management activities including budget planning, invoice validation, cost variance analysis, and identifying cost optimization opportunities.
  • Manage BPO capacity and utilization planning to ensure appropriate staffing levels are maintained in line with business demand and efficiency targets.
  • Drive governance mechanisms such as weekly/monthly business reviews, SLA enforcement, and contractual compliance with the BPO vendor.
  • Collaborate with internal stakeholders to translate business requirements into operational changes at the BPO level and oversee implementation.
  • Identify and lead continuous improvement initiatives to enhance BPO efficiency, quality, and customer experience outcomes.
  • Produce volume forecasts on a daily, weekly, monthly, and annual basis to support staffing planning

Requirements:

  • Minimum 3â€4 years of experience in BPO management, vendor management, or contact center operations, within a tech start-up or fast-paced industry (e-commerce, ride-hailing, food delivery, etc.) preferred.
  • Strong data analytical and problem-solving skills with the ability to translate data into actionable recommendations.
  • Strong understanding of BPO operations, including workforce management, SLA governance, and vendor contracting.
  • Fluent in English (spoken and written)
  • Highly organized, self-driven, and comfortable operating with ambiguity in a rapidly changing environment.

More Info

Job Type:
Permanent Job
Industry:
Internet/E-commerce
Function:
Bpo Management
Employment Type:
Full time

About Company

Shopee

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: 147633327

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Last Updated: 19-05-2026 08:22:38 PM
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invoice validation, SLA enforcement, Budget Planning, cost variance analysis, vendor management, contractual compliance, utilization planning, cost management, BPO performance management, workforce management