Customer Operations Team Leader - Operations (Solo, Contract-Based)
Shopee
Tanggal: 3 minggu yang lalu
Kota: Surakarta, Central Java
Jenis kontrak: Kontraktor
Job Description
- Monitor incoming contact volume; prioritize and distribute workload for the team
- Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
- Track and measure individual and team goals quality throughout the day and on a long term basis
- Conduct performance reviews, deliver coaching and mentoring to team member
- Escalate any appropriate problems/cases to related team or Supervisor/Manager
- Min. Diploma degree from any major
- Min. 2 years of experience as TL in Contact Center Management or 3 years of experience in Management position
- Previous relevant experience in Premium/Platinum Channel and handling VIP customer is a plus
- Experience in ECommerce is a plus
- Strong communication skills in email, face to face conversation and calls
- Strong Logical thinking, and problem solving skills
- Good Team Player, Positive Attitude, and eagerness to learn
- Willing to work with shifting schedules
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