Senior Customer Services Escalation - Operations, Shopee

Operations Management Supervise day-to-day performance of L2 BPO agents handling complexity cases ○ Conduct periodic reviews of solved vs. reopened cases to identify training or process gaps. Coordinate feedback and updates between BPO and Inhouse teams to improve turnaround and accuracy. Consolidate weekly/monthly BPO performance insights (SLA, reopen rate, CSAT, case mix, etc.). Coordinate with QA, Workforce, and Product/Policy teams for continuous improvement initiatives. Case Handling &