CS Supervisor - Operations (Yogyakarta)

Responsibilities

• Lead and manage daily Customer Service operations, ensuring team adherence to workflow processes and end-to-end e-commerce operational standards
• Supervise, coach, and support customer service agents handling both online and offline support channels (tickets, chat, email, and offline cases)
• Drive performance management by conducting regular quality reviews and feedback sessions
• Monitor and manage key operational metrics, including SLAs, CSAT, QA, backlog management, attendance, and productivity
• Identify process gaps and root causes to drive continuous SOP and workflow improvements across the operation
• Handle complex customer escalations and sensitive scenarios, ensuring consistency in communication quality and exceptional customer experience
• Support team onboarding, training initiatives, and continuous knowledge reinforcement for agents and supervisors
• Will be supporting Brazil market

Requirements

• Bachelor’s Degree in any major
• Min. 4 years of frontline Customer Service Representative (CSR) experience in a BPO or customer service environment; with 2 years experience as Team Lead or Supervisory role, preferably within the e-commerce industry
• Strong expertise in KPI and SLA management, specifically focused on CSAT, AHT, SLA, QA, attendance, and productivity metrics
• Advanced proficiency in data analysis and reporting using Microsoft Excel or Google Sheets (including VLOOKUP, Pivot Tables, and formulas)
• Proven track record in handling complex escalations, cross-functional coordination, and driving SOP or process improvements
• Professional fluency in English, with strong writing, and verbal communication skills
• Willing to work in shifting schedules