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CS/RR BPOM Associate - Operations, Shopee
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Job updated 6 days ago
The employer was active about 2 hours ago
Job Description
- Performance management: Own Help Center KPIs (SLA, deflection, CSAT, resolution, recontact/reopen); set targets and a governance cadence with BPOs.
- Vendor management: Drive BPO performance, RCA ownership, and corrective action plans; lead performance reviews and vendor benchmarking.
- Stakeholder coordination: Align with WFM, QA, Training, and Operations to close cross-functional gaps; represent Help Center status in governance forums.
- Performance enhancement: Turn data into improvement priorities - process, content, and automation fixes to lift quality and productivity.
- Daily operations: Run the day-to-day operating rhythm - monitoring, triage, and reporting - escalating only what truly needs in-house intervention.
- Risk & long-tail management: Identify low-frequency, high-impact issues before they escalate; build early-warning mechanisms and escalation pathways for sensitive cases.
Requirements
- Bachelor's degree or equivalent; experience in BPO/vendor management, performance management, or contact center operations.
- Data-driven, analytical, with a solid grasp of contact center/Help Center KPIs.
- Strong vendor and stakeholder management skills - able to influence and drive accountability without direct authority.
- Comfortable balancing operational stability with proactive risk and long-tail problem-solving.
- Strong ownership and coaching mindset; able to work shifts, 5 days/week.
Find out how well you fit this job.
Find out how well you fit this job.
Find out how well you fit this job.
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About us
Shopee is the leading e-commerce platform in Southeast Asia and Taiwan.
Launched in 2015, it is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and fulfillment support.
We believe online shopping should be accessible, easy and enjoyable. This is the vision Shopee aspires to deliver on the platform, every single day.