You will own channel performance and lead a team of agents and staff whose main tasks are to ensure a flawless experience of Shopee customers. Your scope includes daily driving and monitoring KPIs that reflect customer experience, working closely with in-house and BPO partners, coordinating with other teams, identifying key barriers and drivers of your channel performance, and initiating and executing strategic improvement.

• Role & Impact: The Frontline Lead (Voice/Non-voice) will directly own channel performance and lead a team of agents/staff to ensure a flawless experience for Shopee customers.

• Key Performance Metrics: The role is responsible for daily monitoring and driving crucial customer experience KPIs, including Service Level Agreements (SLAs), Productivity, Customer Satisfaction (CSAT), Resolution Time, and Quality Assurance (QA).

• Process & Project Excellence: The lead will spearhead data-driven process improvements and end-to-end projects - such as revamping SOPs and implementing system automation - while working closely with in-house teams and BPO partners

• Leadership & Management: Responsibilities include managing, coaching, and developing team members to reach their maximum potential, as well as preparing performance reports for high-level management.

• Thai nationality

• Bachelor's Degree in any related fields.

• At least 3++ years' experience in a contact center, managing a team of at least 10 agents.

• Good command of written and spoken English

• Flexible and open-minded with good service mind with the ability to handle customer's complaint and inquiry

• Good logic and able to form assumption to identify team/individual performance gap

• Worked with or Able to comprehend KPIs/performance data reports

• Happy to work in a fast-paced environment