BPO Management Lead - SPX Express

Department Operations
LevelExperienced (Team Lead)
LocationHo Chi Minh City The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
Job Description
Manage team to plan, model, report and execute the company workforce resourcing needs for outsourced manpower.
Build vendor management policies including but not limited to KPI, quality control management, fulfillment, and pricing with vendors.
Based on the company forecast of temporary labor usage, build fulfillment plans with vendors to ensure they can provide enough resources within SLA for several monthly campaigns, daily and monthly requirements.
Frequent meeting to review performance with vendors and internal teams.
Participate in building SOPs related workforce management.
Drive initiatives to constantly improve overall quality & performance of outsourced manpower.
Identify opportunities for improved processes and workflows in coordination with internal and external teams to improve internal customer satisfaction to BPO services from vendors.
Ensure the reconciliation with vendors on headcount billing is accurate.
Other tasks are assigned by the Company from time to time.
Requirements
Bachelor degree in related discipline, experience in ecommerce/3PL is a plus.
At least 2-year experience leading a team.
At least 2 years experience in vendor management.
Superior communication skills both verbal & written in Vietnamese and English.
Good at reports and presentations.
Superior problem solving skills with maturity.
Ability to work cross function and at multi levels.
Able to work under high pressure and tight deadlines..
Logical and critical thinking.