About the TeamGlobal E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center Team (SSC) is part of the GNE organization. The role is responsible for overseeing overall BPO performance, driving operational excellence and ensuring continuous improvement across processes, tools and people. This includes accountability for key performance metrics such as CSAT, Resolution Rate, Service Level, Handling Time, and Fatal Error, while partnering closely with cross-functional teams to elevate service quality for buyers, sellers and creators. Responsibilities
- Own overall BPO performance, ensuring all KPIs and service metrics (CSAT, SLA, AHT, Resolution Rate, Fatal Error, are consistently met.
- Identify performance gaps and partner with the Partner Program Manager and Service Delivery Lead to design and execute structured improvement plans...