Lead and manage the overall performance of the team/department by monitoring Team KPI, producing individual development plans and coaching to exceed departmental goals
To perform ad hoc monitoring either remotely or side by side to ensure that the Team are handling day to day operational tasks as well as customer escalations in accordance with established work process and instructions
Work with Operations Support to administer and monitor staff’s leave, punctuality, meals, breaks schedule to achieve optimal staffing capacity
Develop, Own, Improve & Maintain department KPIs while constantly finding ways to become more efficient and effective.
This includes working on special projects that will reduce stakeholder escalations, deflect incidents from coming into the department and ensuring customer experience.
Be the owner of department systems, tools, SOPs and overall customer experience.
Analyze reports and data from Tableu or legacy system and derive operational or WFM improvements.
Take ownership of daily, weekly & monthly reporting disregards of whether local team or at BPOs.
Use data to make calculated decisions or support improvement initiatives or even resolve existing issues.
Minimum of 5 years working experience in e-commerce operation with 2 years Team Leader experience in any contact centre
Proficient in English in both oral and written
Must be able to speak, read and write in Mandarin (need to deal with Taiwan client)
KPI entitlement based on performance
Strong analytics skills and good in reporting
Experience in reporting using Microsoft Excel or Google Sheet is an added advantage