CS Supervisor - Operations (Jogja)
Shopee
Tanggal: 9 jam yang lalu
Kota: Yogyakarta, Yogyakarta
Jenis kontrak: Penuh waktu
Job Description
Job Description
Requirements
Job Description
- 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
- Analyze data to identify trends and make recommendations for process/product/policy improvements to improve customer experience
- 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
- 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
- Collaborate with Training & Quality team to identify the agents' quality issues and create quality improvement plan
- Use learnings from team members to identify opportunities and advocate for product/process/policy improvements to improve customer experience
- Handle escalated customer inquiries and complaints, working to resolve issues with respective stakeholders in a timely and satisfactory manner
- Consolidate the necessary and complete information for the Weekly or Bi-Weekly internal review or report presentation
Requirements
- Candidate must possess at least a Bachelor's Degree in any field
- Preferable with 2 years of working experience in the related field is required for this position
- Excellent understanding of contact center operation
- Experienced and enjoy leading, inspiring and motivating others to meet goals and metrics
- 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
- Willing to work on shift schedule
Cara melamar
Untuk melamar pekerjaan ini, Anda perlu otorisasi di situs web kami. Jika Anda belum memiliki akun, silakan daftar.
Posting CVPekerjaan serupa
AR Collection Specialist
Qiscus,
Yogyakarta, Yogyakarta
3 hari yang lalu
Qiscus is an Agentic Customer Engagement Platform that adapts intelligently to customer behavior, unifies conversations, and integrates seamlessly into existing systems, enabling personalization at scale and real business impact. As Qiscus and its subsidiary company continue to expand, strengthening our cash flow and ensuring disciplined receivable management becomes increasingly important.Were looking for an AR Collection Specialist who is proactive, detail-oriented,...
Assistant Technical Service Manager Club Med Resorts Indonesia or overseas
Club Med,
Yogyakarta, Yogyakarta
1 minggu yang lalu
Do you know Club Med? We have nearly 70 resorts, open summer and winter, in 26 countries. We offer top-of-the-range vacations in the mountains and by the sea. Our customers are looking for happiness and freedom.Why are you reading this ad? Because you want to be part of that little something extra that makes us different. You have the human...
Backend Engineer Intern (Indonesia) - 2025 Start
TikTok,
Yogyakarta, Yogyakarta
2 minggu yang lalu
ResponsibilitiesThe e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. We aim to bring discovery, inspiration, and joy back to shopping by making ShopTokopedia the commerce channel of choice for merchants, creators, and affiliates. We believe ShopTokopedia is an ideal platform to...
