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Cx Efficiency and Operations Manager

1 month ago


กรงเทพมหานคร, Thailand Shopee Full time

Department- LevelExperienced (Team Lead)- LocationThailand - Bangkok- Monitor CX efficiency matrices (E2E resolution time; Backlog; agent productivity; AR)
- Work with internal stakeholders within CS and SPX to improve efficiency & quality
- Support workforce short / mid-term planning against volume forecasts and key change milestones
- Support process improvement; SOP development across SPX CX
- Assist in delivering key analyses and P0 projects
- Routinely provide management report on operational and strategic KPIs
- Performs other related duties as assigned

**Requirements**:

- Bachelor's degree in logistics, supply chain management, business administration, or a related field.
- 3-5 years of experience in Project management and /or process improvement roles
- Excellent communication skills as this role will require collaboration and alignment with multiple teams
- Self-driven and good leadership skills to facilitate cross functional interactions
- Strong analytical skills to conduct data-driven decisions
- Be creative in problem-solving
- Proficient in Excel and PowerPoint