Associate, Partner Performance Management-Bangsar South

Lazada Group; Malaysia; On-site; MYR 90,000 - 150,000; Full time

Job summary

Lazada Group in Malaysia is seeking a hands-on leader for Customer Service-Performance Management to drive operational excellence. You will manage day-to-day contact center operations and ensure an 'Once & Done' promise to customers engaging via Live Channel.

You will translate customer feedback into strategic improvements, collaborate with Category Management, Platform Governance, Seller Engagement, Logistics and Product teams, and lead regular performance reviews to identify opportunities for

Qualifications

• Minimum three (3) years of work experience in contact center industry, eCommerce experience preferred.
• Strong analytics skills to create strategic directions for re-engineering and improvements.
• Clear governance with agile mindset while complying with SOPs, company and regulatory guidelines/policies.
• Track record of cross-team collaboration in a complex environment.
• Ability to adjust operations to business changes.
• Excellent written and verbal English communication.

Responsibilities

• Hands-on management of day-to-day contact center operations to enable "Once & Done" delivery to customers.
• Drive customer experience from insights of feedback and pain points into actionable recommendations.
• Collaborate with Category Management, Platform Governance, Seller Engagement, Logistics and Product teams to drive/support project impact.
• Provide constructive feedback to internal stakeholders on functions strategies and campaigns for alignment.
• Lead, participate and support projects transforming communication channels and service handling mechanics.
• Lead regular operational performance review meetings with business to feedback on performance and continuous improvement opportunities.

Skills

Analytical skills

English communication

Leadership

Cross-team collaboration

Agile mindset

Process improvement

Results oriented

Job description

Department:

Customer Service-Performance Management

Location:

Malaysia

Job Description

• Hands-on-management of day-to-day operations to enabling "Once & Done" promise delivery to the customers that engage with us via Live Channel.
• Drive customer experience via insights of customer’s feedback and pain points, convert into actionable recommendation for short- and long-term solution.
• Work closely with Category Management, Platform Governance, Seller Engagement, Logistics and Product teams to drive/support the impact of key projects
• Constructive feedback to internal stakeholders on functions strategies and campaigns to ensure there’s proper alignment.
• Lead, participate and support projects and initiatives including transforming existing communication channels, service handling mechanics and quality of workforce.
• Leading regular operational performance review meetings with business to feedback on performance and discuss continuous improvement opportunities.

Job Requirements

• Minimum three(3) years of work experience in contact center industry, eCommerce will be added advantage.
• Exceptional thought leadership, growth mindset and analytics skill to create strategic direction for re-engineering and process improvement opportunities.
• Clear and strong governance with agile mindset whilst compliance of SOPs, company and regulatory guidelines/ policies.
• Track record of collaborations and get result cross-team in a complex working environment.
• Demonstrated success adjusting operations to business changes.
• Strong analytical skills with excellent written and verbal communication skills in English are required for this position
• Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and organization
• Able to deliver under pressure, entrepreneurial and results driven