Shopee (Thailand) Co., Ltd.
CX Quality Management (SPX Express)
atShopee (Thailand) Co., Ltd.Department
LevelEntry Level
LocationThailand - Bangkok
Job Description:
Responsibilities:
- Monitor customer contact volumes (Calls/Chats) in real time.
- Address immediate issues when contact volume spikes unexpectedly or deviates from the forecast.
- Track agent statuses (e.g., Ready, Not Ready, Break) and raise alerts in case of anomalies.
- Make real-time adjustments to breaks, shifts, or queue assignments based on current conditions.
- Record real-time events (Real-time Event Logging) for post-analysis and reporting.
- Utilize WFM tools such as Genesys, Excel, or others to monitor and analyze live data.
- Support the generation of brief daily reports such as Adherence and SLA Real-time Dashboards.
Requirements:
Qualifications:
- Experience in customer service or data analysis.
- Proficient in Excel or Google Sheets.
Salary
- Negotiable
Job type
- Full-time
Company overview
Size:2000-5000 employees
Industry:Information Technology
Location:Bangkok
Website:careers.shopee.co.th
Founded in:2015
Ranking:4/5
Shopee makes online shopping easy, secure and fuss-free. Shopee is a mobile focused modern marketplace where everyone can browse, shop and sell products of all kinds anytime and anywhere. Shopee is tailored for Southeast-Asian markets, combining the easiness of consumer driven ma ...
Why join us: Shopee is rapidly online shopping tech company in Thailand and other South East Asian markets. We do innovate on many fronts in online shopping, providing an unique opportunity to learn about ecommerce technologies and trends. We have a multinational and dynamic workplace with gr ...
Head office: Shopee
Benefits
- Professional development
- Dental Insurance
- Five-day work week
- Flexible working hours
- Life Insurance
- Health Insurance
- Maternity leave
- Social Security
- Performance bonus
- Provident fund
- Learning & Development Opportunities
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