Job Description
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https://careers.shopee.sg/job-detail/J02017489/1?channel=10001
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:
- Track and evaluate performance metrics (SLA, leadtime, CSAT e.g) to ensure service delivery meets business standards.
- Regularly analyze performance metrics, customer feedback, and other relevant data to provide actionable insights and recommendations to management.
- Identify performance gaps and inefficiencies within the team, analyzing data to determine root causes and opportunities for improvement.
- Develop, collaborate with relevant stakeholders and implement initiatives aimed at enhancing team performance, such as training programs, process improvements, and best practice sharing.
- Work closely with team leads and supervisors to support performance goals, ensuring alignment with business objectives and customer satisfaction targets.
- Continuously assess and refine CS/RR processes to enhance efficiency, reduce response times, and improve customer satisfaction.
Requirements:
- Bachelor degree or equivalent
- Proven experience in performance management, preferably within customer service or e-commerce field.
- Strong analytical skills with the ability to interpret complex data and generate actionable insights.
- Excellent communication and collaboration skills, with the ability to work effectively with different teams and departments.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Good written and verbal communication skills in English
