Operation Excellence - HC Planning, Fulfillment Centre (Bukit Raja, Klang)

Responsibilities

• Monitor and drive the quality and productivity of buyer chat interactions, focusing on CS (Customer Service) performance metrics.
• Lead automation initiatives, including the implementation and optimization of chatbot solutions.
• Collaborate with Operations and SPX teams to develop and refine Standard Operating Procedures (SOPs) that address recurring buyer concerns.
• Analyze trends and pain points raised by customer service agents ("agents of despair") to design and implement impactful process improvement projects.
• Ensure alignment and execution of initiatives with a clear understanding of SCOM and its various business lines.
• Manage and lead a team comprising CS agents and fleet full-time employees (FTEs), ensuring high performance and strong team communication.

Requirements

• Bachelor’s degree in a relevant field (e.g., Business, Operations Management, Supply Chain or related disciplines).
• Proven experience in managing frontline teams, including performance tracking and team development.
• Strong communication skills with the ability to influence and drive cross-functional collaboration.
• Demonstrated experience in leading process improvement or customer experience projects.
• Must have prior experience in a fast-paced, dynamic industry environment.
• Working Location: Bukit Raja, Klang