About The Team
You will own channel performance and lead a team of agents and staff whose main tasks are to ensure a flawless experience of Shopee customers. Your scope includes daily driving and monitoring KPIs that reflect customer experience, working closely with in-house and BPO partners, coordinating with other teams, identifying key barriers and drivers of your channel performance, and initiating and executing strategic improvement.
Job Description
- 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.
Requirements
- 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
