Operation Excellence - HC Planning, Fulfillment Centre (Bukit Raja, Klang)
Operation Excellence - HC Planning, Fulfillment Centre (Bukit Raja, Klang)
ShopeeFresher
- Posted 2 months ago
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Job Description
Job Description
- Monitor and drive the quality and productivity of buyer chat interactions, focusing on CS (Customer Service) performance metrics.
- Lead automation initiatives, including the implementation and optimization of chatbot solutions.
- Collaborate with Operations and SPX teams to develop and refine Standard Operating Procedures (SOPs) that address recurring buyer concerns.
- Analyze trends and pain points raised by customer service agents (agents of despair) to design and implement impactful process improvement projects.
- Ensure alignment and execution of initiatives with a clear understanding of SCOM and its various business lines.
- Manage and lead a team comprising CS agents and fleet full-time employees (FTEs), ensuring high performance and strong team communication.
- Bachelor's degree in a relevant field (e.g., Business, Operations Management, Supply Chain or related disciplines).
- Proven experience in managing frontline teams, including performance tracking and team development.
- Strong communication skills with the ability to influence and drive cross-functional collaboration.
- Demonstrated experience in leading process improvement or customer experience projects.
- Must have prior experience in a fast-paced, dynamic industry environment.
- Working Location: Bukit Raja, Klang
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Key Skills
About Company
Skills:
Process Improvement, Data Analysis, Project Management, Warehouse Design