Customer Operations - Workforce Management (based in Solo)

Date Posted: Posted30+ hari yang lalu
Salary:
Surakarta

Job Description

DepartmentOperations LevelExperienced (Individual Contributor) LocationIndonesia - Solo

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. Browse our Operations team openings to see how you can make an impact with us.

Job Description:
  • Provide Agent Performance Report and Analysis to Stakeholder
  • Provide daily, weekly and monthly report KPI for Customer Operations Department
  • Provide Capacity Plan for Agents needed.
  • To review Agent Scheduling who provided by Business Partner Operations WFM
  • Maintaining and updating Operational Dashboard as well as able to create new Dashboard requests by stakeholder
  • Tracking Customer Operations Headcount on a monthly basis to make sure align with Manpower Plan
  • Deliver and communicate Customer Operations KPI to stakeholders especially Business Partner Operations
Requirements:
  • Min. D3 from All Majors
  • Advance in Excel or Google Sheet Formula is a must
  • Experience managing big data
  • Demonstrate experience in handling Agent's KPI such as Productivity, QA, First Contact Resolutions, Zero Tolerance Policy, etc.
  • Adaptable at managing multiple priorities and tasks in a fast-paced environment
  • Has good reasoning ability, analytical skills, and sound judgment
  • Tactful, flexible and people-oriented
  • Able to develop VBA Excel Macro, Python & Dashboard Tools will be an advantage

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Job Detail

  • Job Id
    66a99b996f6f103d
  • Location
    Surakarta
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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