CS Supervisor - Operations (Jogja)

Shopee; Daerah Istimewa Yogyakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading e-commerce platform in Indonesia is seeking a qualified candidate to manage team performance in customer service. The role involves data analysis and collaboration with various teams to optimize customer experience. The ideal candidate has a Bachelor's degree and at least 2 years of relevant experience. Candidates should be data-driven and familiar with contact center operations, as well as tools like Google Sheets and QC 7. Shift work is required.

Qualifications

• Bachelor's Degree in any field required.
• 2 years of working experience preferred.
• Excellent understanding of contact center operations.

Responsibilities

• Manage team performance against KPIs.
• Analyze data for trends and improvements.
• Collaborate with various teams to optimize processes.

Skills

Leadership

Data analysis

Quality control

Education

Bachelor's Degree

Tools

Google Sheets

QC 7 tools

Lean Six Sigma

Job description

Job Description

• Manage, monitor SBR level and team performance against established KPIs and utilize the performance data to drive positive change in areas such as CSAT, Productivity, Quality, and Contact Rate
• Analyze data to identify trends and make recommendations for process/product/policy improvements to improve customer experience
• Collaborate with WFM team to review final weekly forecast, staffing, scheduling and develop solid tactics to maintain abandon rate and balance seasonality impact and the needs of operation team
• Collaborate with PM to execute initiatives, strategies and tactics originating from regional, local and/or proposed by the operational team itself to improve performance objectives
• Collaborate with Training & Quality team to identify the agents' quality issues and create quality improvement plan
• Use learnings from team members to identify opportunities and advocate for product/process/policy improvements to improve customer experience
• Handle escalated customer inquiries and complaints, working to resolve issues with respective stakeholders in a timely and satisfactory manner
• Consolidate the necessary and complete information for the Weekly or Bi-Weekly internal review or report presentation

Requirements

• Candidate must possess at least a Bachelor's Degree in any field
• Preferable with 2 years of working experience in the related field is required for this position
• Excellent understanding of contact center operation
• Experienced and enjoy leading, inspiring and motivating others to meet goals and metrics
• Data driven, familiar with basic data processing in Google Sheet, utilize QC 7 tools and certified Yellow Belt Lean Six Sigma will be an advantage
• Willing to work on shift schedule