Indonesia Job Openings

Shopee

CS Support Lead - Operations, ShopeeFood (Yogyakarta)

Yogyakarta

September 1, 2024


Department Operations
Level Experienced (Team Lead)
Location Indonesia - Yogyakarta
The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
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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