Monitor BPO team leaders on floor and ensure the tasks meet the target and standards;
Day-to-day agent performance review with BPO team leader, provide suggestions on improvement;
Bridging with Shopee related unit to execute additional processes such as banned/un-banned accounts;
Proactively resolve special cases by escalating to respective divisions accordingly;
Work closely with in-house team leaders to validate report from BPO-side (invoice, performance, score card, incentive, etc) is accordance with high accuracy and integrity.
Candidate must have by minimum Diploma's degree from reputable university;
Candidate must have 3-years experience prior in Customer Service (with background of leading small project/group) and 1-year as team leader. Preferably with experience of multi-interface; face-to-face, call, and email;
Candidate must have strong skills in communication, logical thinking, and problem-solving;
Candidate have good traits as a team leader, possess good & positive attitude, and high eagerness to learn;
Candidate should be fond working in English-speaking environment, advanced level is a must; Ability to use excel to extract, analyze data and prepare reports;
Excellent verbal, written and interpersonal communication skills in both English and Portuguese; Previous experience with SalesForce will be a plus.
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