Workforce Management Team Lead - Customer Operations (Solo)

The Operation teams at Shopee cover 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:

• Socialize SOP, performance standard and policies to WFM team members to achieve the specified company’s goals.
• Monitor and evaluate WFM team members' performance to identify the gap and improve their performance.
• Train and coach WFM team members and monitor their performance according to established monitoring standards.
• Monitor trends/patterns and report behavioral trends to CS Team to assist with identifying training & development opportunities to improve customer service delivery.
• Develop and implement new strategies to make improvements for the effective business process.
• Monitor and review all schedule & forecast planning to ensure its sufficiency for agents.
• Review and analyze reports of all KPI/CSAT/best performance and scorecard achievements in the Operations team.

Requirements:

• Min. bachelor’s degree in any major.
• Min. 2 years working experience as WFM TL or Supervisor.
• Advanced in Microsoft Office.
• Strong in data reporting tools and CRM knowledge.
• Understand contact center operations, KPIs metrics, and forecasting methodology.
• Willing to be placed in Solo.