Listing Ops Lead - Operations (Yogyakarta)
Shopee
Tanggal: 6 hari yang lalu
Kota: Yogyakarta, Yogyakarta
Jenis kontrak: Penuh waktu
Job Description
- Manage day-to-day operational performance, ensuring delivery of productivity, SLA, quality, and accuracy targets
- Lead Team Leaders and frontline management, ensuring consistent execution of operational processes and policies
- Monitor team performance metrics and identify operational gaps, implementing action plans to improve results
- Collaborate with QA, WFM, and Training/KB teams to improve agent performance and operational efficiency
- Drive process adherence, case handling consistency, and workflow optimization
- Escalate operational risks and coordinate resolution with key stakeholders
- Consolidate operational performance insights for leadership reviews
- Will be supporting the Brazilian market
- Minimum 2-3 years of experience in contact center operations management; with min. 1 year managing Team Leaders or equivalent leadership roles
- Strong knowledge of operational KPIs, SLA management, and productivity frameworks
- Excellent people management and performance coaching skills
- Data-driven mindset with analytical capabilities
- Strong process improvement and stakeholder management skills
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