Workforce Management Team Lead - Customer Operations (Solo)
Salary undisclosed
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Job Description
Job Descriptions:
Requirements
Job Descriptions:
- 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, in order to assist with identifying training & development opportunities to improve customer service delivery
- Develop and implements new strategies, to make improvements for the effective business process
- Monitor and review all schedule & forecast planning, in order to ensure its sufficiency for agents
- Review and analyze report of all KPI/CSAT/best performance, and scorecard achievements in 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
About Shopee
Size | More than 5000 |
Industry | Broadline Retail |
Location | Singapore |
Founded | 5 February 2015 |
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