Lowongan Kerja Customer Operations Supervisor – Operations (Jogja Based) di Shopee

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Lowongan Kerja Posisi Customer Operations Supervisor – Operations (Jogja Based) di Shopee

DESKRIPSI LOWONGAN KERJA

Informasi Tambahan Lowongan Kerja

Tingkat Pekerjaan :
Kualifikasi :

Job description

1) 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

2) Analyze data to identify trends and make recommendations for process/product/policy improvements to improve customer experience

3) 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

4) 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

5) Collaborate with Training & Quality team to identify the agents’ quality issues and create quality improvement plan 

6) Use learnings from team members to identify opportunities and advocate for product/process/policy improvements to improve customer experience

7) Handle escalated customer inquiries and complaints, working to resolve issues with respective stakeholders in a timely and satisfactory manner 

8) Consolidate the necessary and complete information for the Weekly or Bi-Weekly internal review or report presentation

 

Requirements

1) Candidate must possess at least a Bachelor’s Degree in any field

2) Preferable with 2 years of working experience in the related field is required for this position

3) Excellent understanding of contact center operation

4) Experienced and enjoy leading, inspiring and motivating others to meet goals and metrics

5) 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

6) Willing to work on shift schedule
 

Pengalaman Kerja :
Jenis Pekerjaan : Full time
Spesialisasi Pekerjaan : Call Center & Layanan Konsumen / 1204

Informasi perusahaan Pemberi Kerja, Shopee

Shopee

Informasi Tambahan Perusahaan Shopee

Ukuran Perusahaan :
Waktu Proses Lamaran :
Industri : Call Center & Layanan Konsumen
Tunjangan dan Lain-lain :
Lokasi : Yogyakarta

 

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