Customer Service Supervisor - Operations (Jogja)

Manage and monitor SBR level and team performance against established KPIs and utilise the performance data to drive positive change in areas such as CSAT, Productivity, Quality, and Contact Rate Analyse data to identify trends and make recommendations for process /product/ policy improvements to improve customer experience Collaborate with the Workforce Management Team to review the final weekly forecast, staffing, and scheduling, and develop solid tactics to maintain spent time and balance sea