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 is seeking a team performance manager in Surakarta, Indonesia. This role involves managing contact center operations, analyzing performance data to enhance customer satisfaction, and leading a team to achieve KPIs. Candidates should have a Bachelor's degree and relevant experience. This position offers the opportunity to drive significant improvements in customer experience and quality management.

Qualifications

• Minimum 2 years of experience in a related field.
• Excellent understanding of contact center operations.
• Willing to work on shift schedules.

Responsibilities

• Manage and monitor team performance against KPIs.
• Analyze data for process improvements.
• Handle escalated customer inquiries efficiently.

Skills

Leadership and motivation

Data analysis

Customer satisfaction programs

Contact center operations

Education

Bachelor's Degree

Tools

Google Sheets

Lean Six Sigma

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