CS BPO Management Executive (Shopee)

Role & Impact: The Frontline Lead (Voice/Non-voice) will directly own channel performance and lead a team of agents/staff to ensure a flawless experience for Shopee customers. Key Performance Metrics: The role is 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).

Process & Project Excellence: The lead will spearhead data-driven process improvements and end-to-end projects—such as revamping SOPs and implementing system automation—while working closely with in-house teams and BPO partners Leadership & Management: Responsibilities include managing, coaching, and developing team members to reach their maximum potential, as well as preparing performance reports for high-level management.

Thai nationality Bachelor's Degree in any related fields. At least 3++ years’ 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 good service mind with the ability to handle customer's complaint and inquiry Good logic and able to form assumption to identify team/individual performance gap Worked with or Able to comprehend KPIs/performance data reports Happy to work in a fast-paced environment