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
