Seller Customer Service Lead (Shopee)

Job Description:1. Daily Operation PerformanceManage day-to-day operations, and ensure that your team and agent performance meets the standard setBe the first point of contact when there are incidents, key projects, and new feature launches that could possibly impact seller experience or induce incoming contactsKey KPIs for your team are Productivity, CSAT, Resolution Time, Handling Time, QA, and Agent Performance2.Process Improvement/Project ManagementIdentify and assess the needs of each sub-team through data-driven analysisCooperate with CSPM and other internal teams to initiate and execute E2E projects to improve team and agent performance. This includes revamping SOPs, empowering the agents, and system enhancements or automationPrepare presentation decks to report the weekly performance of your team and update the progress of improvement plans to high-level management3.People management/developmentIdentify and assess agent performance through data-driven analysisCoach and guide each team member to perform the tasksEnsure that everyone in the team reaches their maximum potentialRequirements:3+ years at manager level in customer services or operationsExperience in people management, BPO management, or equivalent management skill is a mustAbility to effectively organize and manage multiple improvement initiatives simultaneouslyAbility to visualize data to support your arguments and point out key highlights on the presentationCritical thinker with innovative problem-solving skillsFantastic organizational and time management skillsStrategic and creative mindsetFlexible and quick learningHappy to work in a fast-paced environmentProficient in using Excel, Google Sheet, and Google Slide