Workforce Management Team Lead - Customer

DepartmentOperations- LevelExperienced (Team Lead)- LocationIndonesia - SoloThe 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.

**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**:
**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