Shopee is hiring a

Workforce Management Team Lead

Job Description:

  • 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.