CS/RR BPOM Associate - Operations, Shopee

Responsibilities

• Performance management: Own Help Center KPIs (SLA, deflection, CSAT, resolution, recontact/reopen); set targets and a governance cadence with BPOs.
• Vendor management: Drive BPO performance, RCA ownership, and corrective action plans; lead performance reviews and vendor benchmarking.
• Stakeholder coordination: Align with WFM, QA, Training, and Operations to close cross-functional gaps; represent Help Center status in governance forums.
• Performance enhancement: Turn data into improvement priorities - process, content, and automation fixes to lift quality and productivity.
• Daily operations: Run the day-to-day operating rhythm - monitoring, triage, and reporting - escalating only what truly needs in-house intervention.
• Risk & long-tail management: Identify low-frequency, high-impact issues before they escalate; build early-warning mechanisms and escalation pathways for sensitive cases.

Requirements

• Bachelor's degree or equivalent; experience in BPO/vendor management, performance management, or contact center operations.
• Data-driven, analytical, with a solid grasp of contact center/Help Center KPIs.
• Strong vendor and stakeholder management skills - able to influence and drive accountability without direct authority.
• Comfortable balancing operational stability with proactive risk and long-tail problem-solving.
• Strong ownership and coaching mindset; able to work shifts, 5 days/week.