customer service performance specialist

توضیحات آگهی

The Customer Service Performance Specialist is a key role within the Customer Services Department at Snapp shop responsible for driving operational performance process improvement and service excellence across Contact Center and After Sales operations This role focuses on monitoring and improving operational performance through KPI tracking performance analysis identifying process gaps and driving continuous improvement initiatives Working closely with Customer Service After Sales Planning and Workforce Management WFM teams the position plays a critical role in improving operational efficiency achieving service targets and delivering a consistent high quality customer experience Key Responsibilities Monitor and manage operational performance across Contact Center and After Sales operations through KPI tracking operational reviews and continuous performance improvement initiatives Track key Customer Service and After Sales performance metrics including AWT Ticket Cycle Time Return Cycle Time Backlog and SLA achievement and drive corrective actions when targets are at risk Analyze operational performance identify performance gaps and trends and provide actionable recommendations to improve service quality and operational efficiency Partner with Planning and Workforce Management WFM teams to align capacity workload distribution and resource allocation with operational demand and service targets Build maintain and improve operational dashboards and performance reports to support data driven decision making Consolidate operational data from multiple sources and translate data into actionable insights for Customer Service and operational stakeholders Own reporting dashboard governance and performance monitoring for CS CPO Reverse Logistics CPO M D CPO and After Sales Packaging CPO by identifying performance gaps and improvement opportunities Identify process gaps and recurring operational issues conduct Root Cause Analysis RCA and recommend improvement initiatives Collaborate with cross functional teams to improve and standardize Customer Service processes workflows and SOPs Support the implementation and follow up of continuous improvement initiatives to ensure sustainable improvements in operational performance Prepare and present regular operational performance reports highlighting key trends risks improvement areas and recommended actions Requirements Bachelor s degree in Industrial Engineering is required Experience in Customer Service Operations Operations Performance Operational Excellence Process Improvement Performance Management or a related field Experience working with Contact Center After Sales Customer Operations or similar operational environments is preferred Strong knowledge of Operations Management Customer Service Operations and Process Improvement Strong understanding of KPI Management and operational performance monitoring Experience in performance reporting operational analytics and dashboard development Strong analytical thinking and problem solving skills with the ability to identify root causes and translate data into actionable recommendations Experience in Root Cause Analysis and continuous improvement initiatives Experience in SOP Development process standardization and workflow improvement Proficiency in SQL and experience with BI tools such as Metabase or similar platforms Strong attention to detail and a data driven mindset Customer centric mindset Strong communication and presentation skills Effective stakeholder management and cross functional collaboration skills High level of execution excellence Continuous improvement mindset تهران تهران مهرآباد تمام وقت اسنپ شاپ کارشناس جنسیت تفاوتی ندارد اینترنت تجارت الکترونیک خدمات آنلاین