Contact Center Operations Manager
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Job Location:
Taipei City - Taiwan
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
We exist to wow our customers. We know were doing the right thing when we hear our customers say How did I ever live without Coupang Born out of an obsession to make shopping eating and living easier than ever were collectively disrupting the multi-billion-dollar commerce industry. We are one of the fastest-growing retail companies that established an unparalleled reputation for being a leading and reliable force in the commerce industry.
We are proud to have the best of both worlds a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been since our inception. At Coupang every day is filled with the excitement of building you will see yourself your colleagues your team and the company grow every day.
Our mission to build the future of commerce is real. We push the boundaries of whats possible to solve problems and challenge traditional tradeoffs. Join Coupang now to create an epic impact in this always-on high-tech and hyper-connected world.
Position Title: Contact Center Operations Manager
What youll do:
- Act as the primary point of contact between Coupang and the outsourced contact center for seller support operations
- Design maintain and optimize service SOPs and knowledge bases based on seller-facing workflows (e.g. product listing order issues payment reconciliation account status and policy enforcement)
- Define monitor and drive performance KPIs (e.g. SLA compliance response accuracy seller satisfaction case quality) and lead regular business reviews
- Ensure training content and delivery meet operational standards and enable front-line agents to provide accurate consistent support
- Collaborate cross-functionally with internal teams such as Product Risk Finance Compliance and System teams to resolve seller issues and improve support flows
- Analyze VOS (Voice of Seller) and operational data to identify trends and propose actionable improvement plans
- Support operational change management and implementation of new tools or services (e.g. voice support self-service bot handover or policy/process changes)
Basic Qualifications:
Bachelors degree or above
5 years of experience in customer service or operations with at least 3 years managing outsourced vendor teams
Solid understanding of B2B platform operations and merchant service requirements
Strong command of key contact center metrics (SLA CSAT QA etc.) and ability to create and interpret performance dashboards
Excellent cross-functional collaboration and problem-solving skills
Hands-on experience with CRM/ticketing tools (e.g. Zendesk Salesforce)
Proficiency in both English and Mandarin (written and spoken)
Preferred Qualifications:
Experience in e-commerce SaaS marketplace platforms or supply chain tech
Background in contact center setup process reengineering or automation projects
Certifications such as PMP COPC Six Sigma or ITIL are a strong plus
Required Experience:
Manager
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
About Company
Join us to innovate. Rocket your career. Collaborate with teams across the globe. Find your role and learn more about our culture.
