Tim Operasional mencakup proses dari awal hingga akhir, mulai dari saat Pembeli mencari produk di Shopee, hingga saat Pembeli menerima produk. Tim ini menganalisis & memantau Indikator Kinerja Utama & melakukan analisis jika performa operasional mengalami fluktuasi. Tim ini terdiri dari Customer Service, Pembayaran, Listings, Warehouse, Pengiriman, Operasional Penjual, dan Fraud.
Uraian Tugas
- Monitor of all operational services in the call centre operations in handling calls traffic
- Check attendance, adherence, and discrepancies in every call centre agents
- Run an action plan or recovery plan during an increased volume of incoming calls
- Read and interpret real-time conditions of reporting tools per interval
- Help to achieve the target service level, either per interval or per daily
Persyaratan
- Candidate must possess a minimum of Diploma degree
- Min. 1-year experience as Real-Time Floor Monitoring in the Contact Center industry
- Strong in data analytics and has good Ms Excel skills
- A good team player with a positive attitude and eagerness to learn
- Driven and motivated
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