Customer Service Supervisor

4 days ago

Surakarta, Central Java, Indonesia Shopee Full time 15,000,000 - 30,000,000 per year

Job Description
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
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
  • Sound knowledge of customer satisfaction and quality programs
  • 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

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