Customer Service Supervisor - Operations (Solo)

Shopee; Surakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading company in e-commerce is seeking a qualified individual for a managerial position in performance and customer experience management. The role involves analyzing data, managing team performance, and collaborating with various departments to enhance service quality and operational efficiency. This is an opportunity to lead a dedicated team and drive successful outcomes in a dynamic environment.

Qualifications

• Minimum 2 years of experience in contact center operations.
• Strong understanding of customer satisfaction and quality metrics.
• Excellent leadership skills to inspire team performance.

Responsibilities

• Manage team performance against KPIs to improve productivity and customer satisfaction.
• Analyze data trends for process improvements in customer experience.
• Collaborate with various teams to enhance operational effectiveness.

Skills

Customer satisfaction

Data analysis

Leadership

Quality programs

Data driven decision-making

Education

Bachelor's Degree

Tools

Google Sheet

QC 7 tools

Lean Six Sigma (Yellow Belt)

Job description

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

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
• Sound knowledge of customer satisfaction and quality programs
• 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