Return Refund Bpo Management Associate

4 days ago

Thành phố Hồ Chí Minh, Vietnam Shopee Full time

Department Operations
- LevelEntry Level
- LocationVietnam - Ho Chi Minh City

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.
- Support the monitoring of BPO operations performance to help ensure key KPIs and SLAs are met. Assist in tracking basic metrics such as SLA compliance, user waiting time, E2E lead time, CSAT, etc.
- Help collect and maintain performance data to evaluate team efficiency and service quality.
- Assist in preparing regular performance reports and dashboards to highlight key trends and issues for review by senior team members.
- Contribute ideas to identify areas for improvement based on data and team feedback.
- Support the team in implementing initiatives to improve operational performance, such as reducing backlog, improving first-contact resolution, and optimizing contact/reopen rates.
- Coordinate with different teams such as Workforce Management (WFM), Quality Assurance (QA), and Team Leaders to support smooth daily operations.
- Participate in discussions and meetings to share observations and learn about best practices for process improvement.
- Assist in reviewing and updating basic processes and workflows to help improve efficiency and customer satisfaction.

**Requirements**:

- Have experience in managing BPO performance, including managing performance metrics, SLAs, and operational efficiency
- Good attention to detail, with a basic understanding of data tracking and reporting
- Willingness to learn and ability to work in a collaborative team environment
- Good communication skills and a proactive attitude
- Shift-working (5 days/week).

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