Customer Service Supervisor - Operations (Solo)

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

Job summary

A leading e-commerce platform in Surakarta is seeking a performance manager to oversee team performance, analyze data for process improvements, and enhance customer experience. The ideal candidate has a Bachelor's degree, at least 2 years of relevant experience, and strong leadership skills. This role requires a data-driven approach and familiarity with Google Sheets and quality programs.

Qualifications

• Minimum 2 years of experience in the related field.
• Willing to work on shift schedules.

Responsibilities

• Manage and monitor team performance against KPIs.
• Analyze data to improve customer experience.
• Collaborate with WFM team on staffing and scheduling.
• Handle escalated customer inquiries and complaints.
• Consolidate information for internal reviews.

Skills

Data driven

Excellent understanding of contact center operation

Leading and motivating others

Knowledge of customer satisfaction programs

Education

Bachelor's Degree in any field

Tools

Google Sheets

QC 7 tools

Lean Six Sigma Yellow Belt

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
• 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