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CX Operations & Efficiency Lead

Company

Shopee

Location

, , philippines, , , philippines

Posted

May 30, 2026

Position Overview

  • 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

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