CS Supervisor - Operations (Yogyakarta)

Shopee


Tanggal: 1 minggu yang lalu
Kota: Pekerjaan jarak jauh, Pekerjaan jarak jauh
Jenis kontrak: Penuh waktu
Jarak jauh
Job Description

  • Lead and manage daily Customer Service operations, ensuring team adherence to workflow processes and end-to-end e-commerce operational standards
  • Supervise, coach, and support customer service agents handling both online and offline support channels (tickets, chat, email, and offline cases)
  • Drive performance management by conducting regular quality reviews and feedback sessions
  • Monitor and manage key operational metrics, including SLAs, CSAT, QA, backlog management, attendance, and productivity
  • Identify process gaps and root causes to drive continuous SOP and workflow improvements across the operation
  • Handle complex customer escalations and sensitive scenarios, ensuring consistency in communication quality and exceptional customer experience
  • Support team onboarding, training initiatives, and continuous knowledge reinforcement for agents and supervisors
  • Will be supporting Brazil market

Requirements

  • Bachelor’s Degree in any major
  • Min. 4 years of frontline Customer Service Representative (CSR) experience in a BPO or customer service environment; with 2 years experience as Team Lead or Supervisory role, preferably within the e-commerce industry
  • Strong expertise in KPI and SLA management, specifically focused on CSAT, AHT, SLA, QA, attendance, and productivity metrics
  • Advanced proficiency in data analysis and reporting using Microsoft Excel or Google Sheets (including VLOOKUP, Pivot Tables, and formulas)
  • Proven track record in handling complex escalations, cross-functional coordination, and driving SOP or process improvements
  • Professional fluency in English, with strong writing, and verbal communication skills
  • Willing to work in shifting schedules

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