Job Description

Department Operations
LevelExperienced (Team Lead)
LocationMalaysia - Kuala Lumpur
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.

:

Oversee the quality of the BPO agents from 3 locations: Malaysia, Philippines and Indonesia. Identify key improvement areas and provide necessary training to our BPO agents to ensure continuous progress. Make sure the Knowledge Base is constantly updated with the latest SOP and suggest any improvements if the current SOP is redundant or difficult to understand. Lead and mentor the QA team, fostering a culture of collaboration and continuous learning. Conduct regular and adhoc quality audits to ensure our in-house QA re-audit meets company standards and best practices. Monitor individual OKR and team OKR so that it meet overall Return & Refund team target. Identify areas for improvement within Return & Refund process flow and suggest strategies to enhance efficiency, effectiveness, and user satisfaction. Collaborate with cross-functional teams to implement process improvements aimed at streamlining operations and improving service quality.

Requirements:

Strong communication skills in English (both verbal and written). Experienced in leading and managing BPO agents. Proficient in using AI tools to enhance productivity and efficiency. Certifications in process improvement or operational excellence (optional). * Proficient in Microsoft Excel is a plus.