Listing Ops Lead - Operations (Yogyakarta)

Shopee


Tanggal: 3 minggu 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

Requirements

  • 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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