Deskripsi pekerjaan
The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud. Job Description: Manage day-to-day operational performance, ensuring delivery of productivity, SLA, quality, and accuracy targets Lead Team Leaders and frontline management, ensuring consistent execution of operational processes and policies Monitor team performance metrics and identify operational gaps, implementing action plans to improve results Collaborate with QA, WFM, and Training/KB teams to improve agent performance and operational efficiency Drive process adherence, case handling consistency, and workflow optimization Escalate operational risks and coordinate resolution with key stakeholders Consolidate operational performance insights for leadership reviews Will be supporting the Brazilian market Requirements: Minimum 2-3 years of experience in contact center operations management; with min. 1 year managing Team Leaders or equivalent leadership roles Strong knowledge of operational KPIs, SLA management, and productivity frameworks Excellent people management and performance coaching skills Data-driven mindset with analytical capabilities
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Gaji
- Negosiasi