Lowongan Kerja Jakarta Selatan Posisi Cx Operations Manager di PT Findit Technology Services

We’re looking for a passionate and driven Customer Experience Operations Manager who is experienced and aspires to deliver service that meets the needs of our community.

You will help to develop a high-performance team to tackle customer queries on a day-to-day basis. In addition, you will work together with the Shared Services team to be on top of data – service levels, breakdown of queries and its volume, system/ticketing requirements, training, and coaching needs to tackle challenges.

Job responsibilities:

• Develop operational strategies by conducting needs assessments and performance evaluations; establishing productivity and quality to deliver high customer service standards.
• Drive team to deliver on metric results; understand how to lead the team to implement improvements to meet the goals.
• Ensure employee engagement and satisfaction by communicating direction and goals, providing regular performance feedback, and developing members of the team to ensure career growth.
• Prepare performance reports by collecting, analyzing, and summarizing data and trends.
• Implement and manage projects to improve service level with Shared Services team through training, coaching, resourcing needs, etc; to set the team up for success.
• Anticipate the impact of change and come up with possible mitigations to manage key stakeholders and the team throughout the entire process.
• Balance and prioritize the above based on company goals and the needs of users and the team.

Skills, Behavior & Experience:

• Minimum of 5 years of relevant experience, of which 2 years should be in a leadership capacity.
• Prior experience in a Customer Service Team as a manager or team lead is a must with experience.
• In-depth knowledge of customer experience and contact center operations
• Passionate about customer experience, understand the importance to an organisation.
• Clear and concise communicator, strong team player, and maintains collaborative and positive relationships.
• Ability to prioritize tasks and work autonomously in a fast-paced, ever-changing environment
• Ability to think and understand through a user and agent’s perspective

 If you are a strategic thinker and love new challenges to lead a team to deliver exceptional customer service to the recommerce community, this is your chance! This role is only suitable for adventurers who strive in a fast-paced environment and are able to manage change and ambiguity well.