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 company in Indonesia is seeking a dedicated professional to oversee team performance, improve customer experience, and lead operational initiatives. The ideal candidate should have a Bachelor's Degree and at least 2 years of experience in a contact center environment. Leadership skills and data-driven analysis are essential for this role, which requires flexibility in scheduling.

Qualifications

• 2 years of working experience in the related field is preferred.
• Willing to work on a shift schedule.

Responsibilities

• Manage and monitor team performance against established KPIs.
• Analyze data to identify trends for process improvements.
• Handle escalated customer inquiries and complaints.

Skills

Data driven

Excellent understanding of contact center operation

Leadership

Basic data processing in Google Sheets

Education

Bachelor's Degree

Tools

QC 7 tools

Lean Six Sigma Certification

Job description

Responsibilities

• 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