Job Description

• To plan and forecast call volume demand to ensure adequate resources for the CS and understand CS operation requirement. Continuously developing and enhancing forecasting management to support CS strategies on short-term, medium-term and long-term to meet the Lazada performance standards.
• Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities.
• To collect, analyze and process CS data on daily / weekly / monthly / quarterly/half yearly basis to generate accurate / defined forecasting matrix to improve CC operation efficiency (eg. Change of operation start time).
• Oversee internal and external reporting and analytics for Lazada CS. To prepare reports, analyzes and ongoing trends/problems which affect KPI achievement and operation efficiency, as and when required by management.
• Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet service level goals and maximize efficiency.
• Ensure the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format.
• Review and analyze the Center Performance Reports for both internal and external stakeholders.
• Coordinate with Regional Order Processing and Payments Manager on a regular basis to improve the process.
• Coordinate with WH manager/buying / sourcing on the returns/replacement process to solve the customer’s issues.
• Manage the staffing for his team with the head of CS, specifically for promo days.
• Monitor OMS Breach Report.
• Monitor and track the quality of the user experience in terms of order processing.
• Monitor the backlogs for all the OMS and ZD queues on Cancellations / Returns / Refunds / Replacements. 
• Being involved in staff recruitment and appraisals and through KPI management track personal and department performance against goals set. Develop an approach to succession planning that anticipates change and develops and groom staffs with high potential.

Job Requirements

• Minimum 3-5 years’ experience in customer service analytics and reporting.
• Experience in working in a Call Centre and possess strong customer service background
• Proficient in English and Bahasa Malaysia – both written and spoken
• Proficient in Microsoft Excel and PowerPoint

Company Benefits

Additional Info