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Frontline Management (Shopee)
ห้วยขวาง กรุงเทพมหานคร
บริษัทShopee
ที่อยู่ห้วยขวาง กรุงเทพมหานคร
ประเภทงานงานประจำ
รายละเอียดงาน
ประเภทงานงานประจำ
เงินเดือนรายเดือน
รายละเอียดสินค้า
About The Team
His/ her role includes the ability to manage BPOs who provide service for Shopee’s customers. The team is responsible for managing all the performance and daily operations, and expected to ensure that the team operates in a sustainable and efficient manner, while ensuring the best service and customer satisfaction.
Job Description :• Oversee the operations of CS team members and BPOs to ensure that Shopee provides excellent customer service• Monitor, manage and ensure that key user experience metrics such as abandonment rate, customer satisfaction, backlogs and productivity are consistently met by partner BPOs• Management of contract and addendums based on operational requirements and changes in the prior agreement signed• Contact person for CS on any operational and/or process inquiries for other stakeholders.• Leading daily, weekly huddles and required monthly and quarterly business review with stakeholders and BPO management team.• Plan, lead and supervise any projects to improve KPI metrics and ensure commitment from BPOs in achieving targeted goals.• Visit and be hands-on with CS operations at BPO offices• Manage expectations and to take feedback from BPO on operational improvement suggestions and lead a project for such proposals with relevant team (local and regional) for business improvement purposes.• Ensure positive relationships with BPO management team is maintained at all times - and grievances to be handled in such a way that it reflects Shopee values.• Proactively work with internal support teams for any add-value projects or initiatives to close gaps and optimise current SOP and arrangement.
Requirements :• Minimum of 3+ years of proven experience in vendor management or partner management or in consulting or contact centre environment• Bachelor’s or Master’s degree• Must be capable of dealing confidently and professionally at executive level internally and at partner side• Proven ability to manage complex processes and drive continuous process improvement• Excellent verbal, written, interpersonal, leadership and organizational skills• Excellent project and program management skills, including demonstrated ability to manage projects across teams where influencing skills are required• Worked with or Able to comprehend KPIs/performance data reports• Happy to work in a fast-paced environment.อ่านเพิ่มเติม
His/ her role includes the ability to manage BPOs who provide service for Shopee’s customers. The team is responsible for managing all the performance and daily operations, and expected to ensure that the team operates in a sustainable and efficient manner, while ensuring the best service and customer satisfaction.
Job Description :• Oversee the operations of CS team members and BPOs to ensure that Shopee provides excellent customer service• Monitor, manage and ensure that key user experience metrics such as abandonment rate, customer satisfaction, backlogs and productivity are consistently met by partner BPOs• Management of contract and addendums based on operational requirements and changes in the prior agreement signed• Contact person for CS on any operational and/or process inquiries for other stakeholders.• Leading daily, weekly huddles and required monthly and quarterly business review with stakeholders and BPO management team.• Plan, lead and supervise any projects to improve KPI metrics and ensure commitment from BPOs in achieving targeted goals.• Visit and be hands-on with CS operations at BPO offices• Manage expectations and to take feedback from BPO on operational improvement suggestions and lead a project for such proposals with relevant team (local and regional) for business improvement purposes.• Ensure positive relationships with BPO management team is maintained at all times - and grievances to be handled in such a way that it reflects Shopee values.• Proactively work with internal support teams for any add-value projects or initiatives to close gaps and optimise current SOP and arrangement.
Requirements :• Minimum of 3+ years of proven experience in vendor management or partner management or in consulting or contact centre environment• Bachelor’s or Master’s degree• Must be capable of dealing confidently and professionally at executive level internally and at partner side• Proven ability to manage complex processes and drive continuous process improvement• Excellent verbal, written, interpersonal, leadership and organizational skills• Excellent project and program management skills, including demonstrated ability to manage projects across teams where influencing skills are required• Worked with or Able to comprehend KPIs/performance data reports• Happy to work in a fast-paced environment.อ่านเพิ่มเติม
รูปภาพ
- ลงประกาศเมื่อ09 พ.ค. 2567 10:38 น.
- หมายเลขประกาศ369535985
คำค้นหาที่เกี่ยวข้อง
เกี่ยวกับ kaidee
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ติดต่อเรา
บริษัท จูอาโล่ มาร์เก็ตเพลส จำกัดเลขที่ 191/22-25 อาคารซีทีไอ ทาวเวอร์ ชั้น 26 ถนนรัชดาภิเษก แขวงคลองเตย เขตคลองเตยกรุงเทพมหานคร 1011002-119-5000[email protected]
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