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Systems & Solutions Analyst - São Paulo
2 meses atrás
Department Operations
Level: Experienced (Individual Contributor)
Location: Brazil - São Paulo
The Operation teams at Shopee cover the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyzes and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations, and Fraud.
About the Team:Sobre a Shô: Aqui na Shô, acreditamos que cada membro de nossa equipe é fundamental para o nosso sucesso, e que diversidade de perspectivas e vivências são essenciais para movimentar nosso negócio e impulsionar o nosso propósito de mudar o mundo para melhor. Fazer parte do nosso time é a oportunidade de se desenvolver dentro de uma cultura de muita agilidade. Se você ama assumir grandes responsabilidades e fazer o que nunca foi feito, a Shô é seu lugar. Aqui você terá grandes desafios, trabalhará em colaboração com um time diverso e contribuirá para o futuro do e-commerce no Brasil, criamos impacto positivo na vida de milhões de pessoas.
Modelo de Trabalho: Adotamos um modelo de trabalho híbrido, esse modelo permite que as pessoas ajustem seu ambiente de trabalho de acordo com suas necessidades pessoais, ao mesmo tempo em que promove a colaboração e interação no escritório.
Qual será a sua missão: The Systems & Solutions area is responsible for managing the tools and platforms that support the operation, ensuring seamless integration and functionality of systems. This involves maintaining and optimizing the technology infrastructure, automating processes, and ensuring that the tools used are efficient and effective. In addition, the team works to ensure that agents have access to reliable and robust systems that help streamline workflows, improve service quality, and deliver an excellent customer experience.
The analyst will be responsible for the SOP Assistant initiatives, including improvements and configurations. The SOP Assistant is a crucial tool within Shopee's in-house systems, designed to support live agents in their activities while responding to chats and emails.
Job Description:Como será o seu dia a dia:- Participate in SQUADs
- Analyze the service flows and propose improvements through process optimization through automations
- Map automations for creation and forward to the Product team
- Write new features for Agent Assistant
- Collaborate with the regional team and other stakeholders for improvements to achieve the expected KPIs.
- Understand customer service processes and its needs to design effective Agent’s support
- Explore opportunities for integrating AI solutions across diverse business models
- Create reports and documentation for ongoing projects
- Perform User Acceptance Testing (UAT) to validate new features
- Analyze proposed future features for all markets (BRD), to decide if it’s applicable to the Brazilian scenario.
- Manage bugs and create JIRA tickets if needed
- Parameterize automations so that they are applied to processes
- Act on the tasks proposed by the regional team
O que você precisa para assumir o desafio:
- Degree Required in Journalism, Data or related areas;
- Microsoft Office, KM Tools (Diagrams, Canva and others);
- Advanced English;
Benefícios:
- Assistência médica e odontológica, estendendo-se aos dependentes;
- Parceira com Wellhub (Gympass) e TotalPass;
- Vale Refeição/Alimentação flexível;
- Vale Transporte ou Vale Mobilidade;
- Benefício flexível;
- Parceria com o app Zenklub;
- Bônus anual discricionário, atrelado à performance.
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