BPO Performance Management Associate - Customer Service, Shopee

BPO Oversight : Oversee the operational performance of BPO partners, ensuring KPIs and SLAs are consistently met: Customer Service Metrics: SLA, User Waiting Time, Aging, First-Contact Resolution Rate, etc. OR Return & Refund Metrics: E2E lead time, Win Rate, CSAT, etc. Performance Tracking: Establish and track comprehensive performance metrics to evaluate operational efficiency and service quality. Data-Driven Optimization: Use data-driven insights to identify improvement areas and optimize