Customer Service, BPO Management Team Leader

Customer Service, BPO Management Team Leader

3-6 years
Not Specified

Job Description

Job Description:
  • Managing day to day operations including CS KPIs, backlogs, process escalation.
  • Summarize, collect, and analyze call center trends and agents performance data for regular performance reports.
  • Coordinate with BPO closely to update improvements, changes in daily huddle
  • Coordinate with QA team develop improvement plans for BPO
  • Engage BPO staff with motivation activities, listening and support real time
  • Support/Involve to run CS project
  • UAT for all system impact to CS
  • Interview/Hiring for agent under and TL BPO

  • Minimum 3 years of working experience in customer service
  • Basic analytical skill to keep track of performance & generate reports to top management.
  • Fast-learning and open to change.
  • Have soft skill: teamwork, problem solving, time management, multi task, communication and negotiation skills
  • People Development skill
  • Able to communicate in English is a plus.

Job Details

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About Shopee

Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support.
Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies.
Shopee, a Sea company, was first launched in Singapore in 2015, and has since expanded its reach to Malaysia, Thailand, Taiwan, Indonesia, Vietnam and the Philippines. Sea is a leader in digital entertainment, e-commerce and digital financial services across Greater Southeast Asia. Sea's mission is to better the lives of consumers and small businesses with technology, and is listed on the NYSE under the symbol SE.
The Shopee team is rapidly expanding across the region and we are constantly on the lookout for talents who have the passion and drive to become part of a fast-moving and dynamic team.

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