Operation Excellence - HC Planning, Fulfillment Centre (Bukit Raja, Klang)

Monitor and drive the quality and productivity of buyer chat interactions, focusing on CS (Customer Service) performance metrics. Lead automation initiatives, including the implementation and optimization of chatbot solutions. Collaborate with Operations and SPX teams to develop and refine Standard Operating Procedures (SOPs) that address recurring buyer concerns. Analyze trends and pain points raised by customer service agents ("agents of despair") to design and implement impactful proc