Customer Service Vendor Lead

BGC Fulltime 87

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Job Description:
  • Daily monitoring and management of Key Customer and Productivity metrics
  • Establishes a regular cadence with the BPOs to ensure compliance to requirements indicated in the statement of work
  • Monitors ageing cases driven by the BPO teams
  • Leads regular performance reviews with the BPOs
  • Works with QA to determines root causes for escalations and works to resolve customer issues
  • Actively participates in vendor workforce planning and ensure required FTE is always aligned with the forecasted volume and FTE is delivered by the BPOs
  • Works with Vendors to drive continuous improvement initiatives
  • Overall responsibility for project implementations for BPO Vendors being manage

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