Key Account Management (Customer Service) - Operations, MY Marketplace

Shopee

Malaysia, Kuala Lumpur

5-8 Years

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Posted a month ago
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Job Description

Job Description

Act as the primary point of contact between the Inhouse team and BPO
Develop and maintain the overall management of the BPOs
Performance management on contact center metrics - Service Level Management, Abandonment Rate Management, AHT, CSAT, FCR, Productivity, Backlog, Attrition & Shrinkages.
Keep track of vendor performance, involved in penalties tracking and discussion
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 counter measures 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,contracts and kpi metrics
Lead regular business reviews, planned or adhoc meetings, and any vendor relationship management activities including vendor selection process and vendor operations strategy
Management of contract and addendums based on operational requirements and changes in the prior agreement signed.
Plan, lead and supervise any projects to improve KPI metrics and ensure commitment from BPOs in achieving targeted goals.
Ensure positive relationships with BPO management team is maintained at all times - and grievances to be handled in such a way that it reflects Shopee values.
Proactively work with internal support teams (QA, Training, Logistics, Products, KB Management, BD) for any add-value projects or initiatives to close gaps and optimise current SOP and arrangement.

Requirements

Minimum 5 to 8 years experience in customer service/call center, experience working in BPO or managing client is a MUST
Experience in workforce management(WFM)/project management is an added value
Must be individual and team contributor to achieve team's KPI
Knowledgeable in Contact Centre Operations, the KPIs 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 team of stakeholders
High energy, self-motivation and ability to thrive in a fast-paced working environment with a customer focused attitude
Ability to juggle many projects and consistently deliver results with relentlessly high quality, accuracy and extreme attention to detail as well as manage/mitigate 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)