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Customer Service (Workforce Management), Associate - Operations, ShopeeFood
ShopeeHo Chi Minh City, Vietnam
Apply What you'll do
- Own the end-to-end BPO performance management framework, including conducting formal performance review sessions with BPO leadership.
- Serve as the main point of contact between internal teams and the BPO management team, ensuring alignment on priorities, escalations, and process changes.
- Lead cost management activities including budget planning, invoice validation, cost variance analysis, and identifying cost optimization opportunities.
- Manage BPO capacity and utilization planning to ensure appropriate staffing levels are maintained in line with business demand and efficiency targets.
- Drive governance mechanisms such as weekly/monthly business reviews, SLA enforcement, and contractual compliance with the BPO vendor.
- Collaborate with internal stakeholders to translate business requirements into operational changes at the BPO level and oversee implementation.
- Identify and lead continuous improvement initiatives to enhance BPO efficiency, quality, and customer experience outcomes.
- Produce volume forecasts on a daily, weekly, monthly, and annual basis to support staffing planning
Requirements
- Minimum 3–4 years of experience in BPO management, vendor management, or contact center operations, within a tech start-up or fast-paced industry (e-commerce, ride-hailing, food delivery, etc.) preferred.
- Strong data analytical and problem-solving skills with the ability to translate data into actionable recommendations.
- Strong understanding of BPO operations, including workforce management, SLA governance, and vendor contracting.
- Fluent in English (spoken and written)
- Highly organized, self-driven, and comfortable operating with ambiguity in a rapidly changing environment.
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