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Bpo Management
2 weeks ago
DepartmentOperations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe 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.- Build structured approaches to vendors: KPI, quality management, pricing...
- Based on forecast of BPO usage, build plan with vendors, ensure they can provide enough resources within SLA
- Work closely with vendors and operations for urgent plan
- Frequent meeting/analysis/review/build relationships with vendors and internal team to ensure smooth business operations.
- Support other teams to solve issues/incidents related to BPO/ staffs from vendors.
- Record, reconcile with vendors on headcount usage and OT hours on weekly/monthly basis.
Requirements:
- Great communication skills both verbal & written.
- Be able to work cross function and at multi levels.
- Data & SOP driven
- Good at excel.
- Experience in vendor/3PL management
- Able to work with high pressure and tight deadlines.
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