Shopee
Operation Excellence - HC Planning, Fulfillment Centre (Bukit Raja, Klang)
職種オペレーション
経験ミドル級
勤務地Kuala Lumpur, Malaysia
勤務オンサイト
雇用Experienced (Team Lead)
掲載今日
ポジションについて
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
