Business Process Outsourcing Assistant Manager

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationMalaysia - Kuala LumpurThe 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. Browse our Operations team openings to see how you can make an impact with us.- Develop and maintain the overall management of the BPOs (Business Process Outsourcing) supporting the local country as the primary point of contact- Lead regular business reviews and any vendor relationship management activities- Work with vendors and internal stakeholders to understand the business requirements, track action plans and initiatives to meet performance targets- Ensure vendor service levels meet contractual targets and develop necessary countermeasures including defining penalties or developing action plans- Identify problems, trends, and take corrective action based on measuring and evaluating vendor performance- Manage and maintain contractual work, allocated budgets where relevant, support periodic negotiation of rates and contracts- Lead regular business reviews and any vendor relationship management activities including vendor selection process and vendor operations strategy**Requirements**:- Minimum 5 years experience in customer service / call center, experience in vendor performance management is a plus- Knowledgeable in Contact Centre Operations, the key performance indicators (KPI) and understands what is needed to drive performance in the Contact Center- Strong analytical, problem-solving, and trend analysis skills- Excellent presentation and collaborations skills; ability to communicate at a high level across diverse teams of stakeholders- High energy, self-motivation, and ability to thrive in a fast - paced working environment with a customer focused attitude- Ability to manage several on-going projects and deliver high quality and accurate results- Ability to manage and mitigate potential issues and risks- Proven ability to manage relationships within BPOs / across multiple stakeholders- Expert Excel skills required; proficient with Google Applications and Microsoft tools (Word, Excel, and PowerPoint)