CS Operations Analyst, SPX Express

SPX Express; Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

SPX Express is seeking an CS Operations Analyst to support day-to-day performance and continuous improvement of ShopeeFood Customer Service across Buyer, Merchant, and Rider operations. You will monitor CS metrics, analyze trends, manage escalations, and develop reports to drive better service and customer experience.

You will collaborate with internal teams and BPO partners to ensure CS readiness for new initiatives, campaigns, product features, and process changes, while maintaining focus on

Qualifications

• Bachelor's degree in a related field.
• Fresh graduates are welcome; 1–2 years in relevant roles preferred.
• Strong analytical and problem-solving skills; ability to translate data into actionable recommendations.
• Proficient in Excel and/or Google Sheets; comfortable with data analysis and reporting.
• Strong communication and stakeholder management skills; able to coordinate across teams.
• Highly organized and able to manage multiple issues and priorities.

Responsibilities

• Monitor CS performance across Buyer, Merchant, and Rider support, including metrics like contact volume, SLA, backlog, response time, and resolution time.
• Analyze operational trends and conduct root cause analysis to identify recurring issues and opportunities.
• Develop and maintain reports, dashboards, and trackers for visibility into CS performance.
• Manage issues and escalations with internal teams and partners to ensure timely resolution and SLA adherence.
• Develop and improve CS processes, including SOPs, escalation flows, and agent workflows.
• Support readiness for new initiatives, campaigns, product features, UAT, and cross-functional changes.

Skills

Analytical thinking

Problem-solving

Excel

Google Sheets

Stakeholder management

Communication

Organization

Data interpretation

Attention to detail

Independent working

Education

Bachelor's degree in Business/Industrial Engineering/Operations Management/Statistics/Economics/Management Engineering (or related field)

Tools

Excel

Google Sheets

Job description

About The Team

The CS Operations Analyst will support the day-to-day performance and continuous improvement of ShopeeFood Customer Service across Buyer, Merchant, and Rider operations. The role will monitor key CS metrics, analyze operational trends and customer pain points, manage escalations, and develop reports and process improvements to drive better service performance and customer experience.

The role will also work closely with internal stakeholders and BPO partners to support CS readiness for new initiatives, campaigns, product features, and operational changes.

Job Description

• Monitor CS performance across Buyer, Merchant, and Rider support, including key metrics such as contact volume, SLA, backlog, response time, and resolution time.
• Analyze operational trends and conduct root cause analysis to identify recurring issues, customer pain points, and opportunities for improvement.
• Develop and maintain reports, dashboards, and trackers to provide visibility on CS performance and operational health.
• Manage operational issues and escalations, working with internal teams and BPO partners to ensure timely resolution and service-level adherence.
• Develop and improve CS processes, including SOPs, escalation flows, agent workflows, and initiatives that improve efficiency and customer experience.
• Support ShopeeFood CS readiness and projects, including new features, campaigns, UAT, workforce planning, process changes, and other cross-functional initiatives

Requirements

• Bachelor's degree in Business, Industrial Engineering, Operations Management, Statistics, Economics, Management Engineering, or a related field.
• Fresh graduates are welcome to apply. Candidates with 1–2 years of experience in Customer Service Operations, Operations Analytics, Business Operations, Business Intelligence, Project Management, or similar roles are preferred for Analyst/Senior Analyst consideration.
• Strong analytical and problem-solving skills, with the ability to interpret operational data and translate findings into actionable recommendations.
• Proficient in Excel and/or Google Sheets, including formulas, pivot tables, data analysis, and reporting.
• Strong communication and stakeholder management skills, with the ability to coordinate effectively across different teams.
• Highly organized and comfortable managing multiple operational issues, projects, and priorities simultaneously.
• Able to work independently in a fast-paced and rapidly changing environment.
• Strong attention to detail and willingness to investigate issues through data and root cause analysis.
• Experience in e-commerce, food delivery, logistics, mobility, marketplace platforms, BPO operations, or Customer Service is an advantage but not required.