Indonesia Job Openings
Shopee
CS Support Lead - Operations, ShopeeFood (Yogyakarta)
Yogyakarta
September 1, 2024
Department Operations
Level Experienced (Team Lead)
Location Indonesia - Yogyakarta
Job Description:
- Manage CS Support Team
- Ensuring CS to achieve Quality and Productivity
- Liaise with leads across CS function in finding gaps of interpersonal improvements, in order to provide recommendations and meet the company’s standard
- Manage SOPA user journey and mapping on the BP script to the system
- Develop and maintain accurate forecasts of contact volume and staffing requirements.
- Reviewing optimized schedules created by WFM BPO to meet service level goals while considering agent preferences and business needs
- Conduct regular analysis of performance metrics, identifying trends and areas for improvement.
- Provide recommendations for process improvement based on data analysis.
- Implement strategies to maximize workforce efficiency and minimize operational costs.
- Utilize workforce management tools and software to automate and streamline processes.
- Ensure compliance with labor laws, regulations, and company policies.
Requirements:
- Education background : S1 or Bachelor’s degree
- Min. 5 year as CS Operation SPV or CS Support SPV (KMS, Trainer, QA)
- Proficiency in data analysis tools such as Microsoft Excel, Google Sheets, or more advanced platforms like Google Data Studio or Power BI.
- Ability to process, clean, and analyze large datasets to derive meaningful insights
- Knowledge of SQL (will be advantage)
- Understanding of database structures and the ability to extract relevant data for reporting purposes
- Familiarity with reporting tools specific to contact center
- Understanding of basic statistical concepts for analyzing trends and patterns in data
- Knowledge of database management systems (DBMS) for organizing and maintaining data
- Ability to document reporting processes and procedures for knowledge sharing and training purposes
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