Department Head, Customer Operations Support (Solo), SeaBank

SeaMoney


Tanggal: 2 minggu yang lalu
Kota: Surakarta, Central Java
Jenis kontrak: Penuh waktu
About The Team

Job Description:

  • Conducting effective resource planning to maximize the productivity of resources (people, technology etc.) within the customer operations support department.
  • Developing detailed project plans to guide team of customer operations support and revising based on changing needs and requirements.
  • Identifying and assigning project tasks based on the skill sets, experience and strengths of team members.
  • Evaluating SOPs accordingly and monitoring the overall performance with key metrics (accuracy, call-waiting time etc.) of customer operations support department.
  • Maintaining knowledge management system and facilitates knowledge sharing across projects.
  • Responsible for identifying and leveraging cost-effective resources for project delivery within customer operations support department.
  • Prepare weekly/monthly/yearly reports for different departments or upper management.

Requirements

  • Bachelor's Degree.
  • Minimum of 5 years or relevant experience as Project Management Office (PMO) or Data Analyst or Business Process Improvement at the call center industry or banking/financial technology.
  • Excellent organizational and leadership skills with knowledge of performance evaluation & customer service metrics.
  • Excellent communication skills both in Bahasa Indonesia and English.
  • Working knowledge of project management software tools such as Microsoft Excel, Google Sheet and other relevant applications.
  • Based in Solo, Surakarta.

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