• 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