Customer Operations Team Leader - Operations (Solo, Contract-Based)

Shopee

Surakarta

IDR 100,000,000 - 200,000,000

Job description

Department

LevelExperienced (Team Lead)

LocationIndonesia - Solo

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

Requirements:

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