Team Lead CS L2 - Operations, ShopeeFood (Yogyakarta)

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

Job summary

A leading e-commerce company in Yogyakarta is seeking a Team Lead for Customer Service Operations. The successful candidate will monitor team performance, provide coaching, and handle operational issues. Ideal applicants will have a Bachelor's degree, at least one year of team leadership experience, and strong communication skills. The role offers a dynamic environment focused on achieving KPI targets.

Qualifications

• Minimum 1 year of experience as a Team Leader L2.
• Proficient in managing databases and timelines.
• Ability to interpret data and identify trends.

Responsibilities

• Monitor team members' KPI performance.
• Control agents' performance to maintain KPI targets.
• Create and manage projects for operational improvements.

Skills

Communication skills

Problem-solving

Decision-making

Analytical skills

Leadership

Coaching

Education

Bachelor's degree in any related field

Tools

Gheet

Gdocs

Job description

Team Lead CS L2 - Operations, ShopeeFood (Yogyakarta)

• Monitor all team members' KPI performance.
• Control agents' performance to maintain and achieve KPI targets.
• Provide coaching and motivation to team members as needed.
• Handle operational issues, manage performance floors, and escalate issues to Leads.
• Prepare and submit reports related to daily activities to the Leads.
• Follow up on and resolve cases received via Chat & Email.
• Create and manage projects aimed at operational improvements.

Job Requirements

• Bachelor's degree in any related field.
• Minimum 1 year of experience as a Team Leader L2.
• Excellent communication, problem-solving, and decision-making skills.
• Analytical skills to interpret data and identify trends.
• Proficiency in managing databases, timelines, Gheet, and Gdocs.
• Leadership and coaching abilities.

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