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

Responsibilities

• 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 3–4 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.