Contact Center Operations Manager - Shopee

You will take ownership of channel performance and lead a team of agents and staff dedicated to ensuring a flawless customer experience for Shopee. Your scope involves driving and monitoring daily KPIs that reflect customer satisfaction, working closely with internal and BPO partners, coordinating with other teams, and identifying key barriers and drivers of your channel's performance. You will initiate and execute strategic improvements to enhance service delivery and operational efficiency.

The Frontline Lead (Voice/Non-voice) will directly own channel performance and lead a team of agents to ensure a flawless experience for Shopee customers. You are responsible for daily monitoring and driving crucial customer experience KPIs, including Service Level Agreements (SLAs), Productivity, Customer Satisfaction (CSAT), Resolution Time, and Quality Assurance (QA). You will spearhead data-driven process improvements and end-to-end projects, such as revamping Standard Operating Procedures (SOPs) and implementing system automation, while collaborating with in-house teams and BPO partners.

Leadership and management responsibilities include managing, coaching, and developing team members to reach their maximum potential. You will prepare performance reports for high-level management and foster a positive work environment. The role requires a service-oriented mindset with the ability to handle customer complaints and inquiries effectively.

• Own channel performance and lead a team of agents to ensure a flawless customer experience
• Drive and monitor daily KPIs including SLAs, Productivity, CSAT, Resolution Time, and QA
• Spearhead data-driven process improvements and end-to-end projects
• Revamp SOPs and implement system automation
• Manage, coach, and develop team members to reach their maximum potential
• Prepare performance reports for high-level management
• Coordinate with in-house teams and BPO partners

• Thai nationality
• Bachelor's Degree in any related field
• At least 3 years of experience in a contact center managing a team of at least 10 agents
• Good command of written and spoken English
• Flexible and open-minded with a strong service mindset
• Ability to handle customer complaints and inquiries effectively
• Good logic and ability to form assumptions to identify team/individual performance gaps
• Experience working with or comprehending KPIs and performance data reports

• Experience in a fast-paced environment
• Strong leadership and communication skills
• Ability to work cross-functionally with various teams