Partner Performance & CX Operations Lead

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

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