Operations (Bpo Management) Senior/associate (Location: Bac Ninh)

7 days ago


Hà Nội, Vietnam Shopee Full time

Department Operations
- LevelExperienced (Individual Contributor)
- LocationVietnam - Hanoi

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.
- Analyze labor demand for warehouse operations to propose mid-term and long term labor structure
- Conduct labor market for temporary and permanent labor to understand market trend - Propose partnership model with vendors to improve labor fill rate for big campaign
- Conduct BPO agent performance reviews, cost/benefit analysis and other operational strategy assessments weekly & monthly
- Summarize, collect and analyze operations trends and data for regular performance reports
- Acting as a mediator between operation team and vendors/BPOs to balance operational requirements vs vendor partnership
- Monitor and execute daily tasks: BPO booking, recruitment
- Record working hours of BPO, reconcile BPO working hours vs actual warehouse labor hours, follow up payment to vendors.
- Collaborate with operations team to improve BPO experience in our warehouse (working culture, equipment, facility)

**Requirements**:

- Minimum 2-4 yrs working in an operational environment (warehouse, hub, factory )
- Good stakeholder management skill
- Attention to detail and being able to execute tasks with high accuracy
- Good Excel skill
- Being able to work flexible hours and provide constant support for operations team and vendors/BPOs


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