Tuyển Customer Service Supervisor

- The CS Supervisor is responsible for the Inbound team in Shopee Call Center. The following consists of the responsibilities of a CS Supervisor:
- Support the Customer Service Manager (CSM) in achieving business goals.
- Manage the day to day operations within the customer service team including process escalations, quality checking, and staffing needs.
- Build team spirit for a team with 15 members.
- Process designer.
- Continuously implement new or innovate existing processes to improve KPIs, Customer experiences, Efficiency performance.
- Support to develop the training plan for new CSRs and maintain continuous training for existing CSRs.
- Assist CSR's in exceeding customer expectations through excellent customer service.
- Provide regular, transparent feedback and reporting on CSR performance to the CSM.
- Forecasting the volume of workload daily & peak period and design plans to overcome the backlogs but still maintain good KPIs.
- Fining the gaps in process and offering the best solutions to maximize capacities and resources for improvement.
- Identify risks and provide immediate action plans during the sudden incident.
- Coordinate with other teams/ departments to achieve company's business goals.