Customer Service Supervisor - Operations (Jogja)

Job Description Manage and monitor SBR level and team performance against established KPIs and utilise the performance data to drive positive change in areas such as CSAT, Productivity, Quality, and Contact Rate Analyse data to identify trends and make recommendations for process /product/ policy improvements to improve customer experience Collaborate with the Workforce Management Team to review the final weekly forecast, staffing, and scheduling, and develop solid tactics to maintain spent time and balance seasonality impact and the needs of the operations team Collaborate with the Project Management Team to execute initiatives, strategies, and tactics originating from regional, local, and/or proposed by the operational team itself to improve performance objectives Collaborate with the Training and Quality team to identify the agents' quality issues and create a quality improvement plan Use learnings from team members to identify opportunities and advocate for product/ process/ policy improvements to improve customer experience Handle escalated customer inquiries and complaints, working to resolve issues with respective stakeholders in a timely and satisfactory manner Consolidate the necessary and complete information for the Weekly or Bi-Weekly internal review or report presentation

Requirements Minimum of 2 years of consecutive working experience as a Supervisor Excellent understanding of the contact centre operation Sound knowledge of customer satisfaction and quality programs Experienced and enjoy leading, inspiring, and motivating others to meet goals and metrics Data-driven, familiar with advanced data processing in Google Sheets Has a user-centric and growth mindset Demonstrate good problem-solving and analytical thinking skills