Saturday to Wednesday
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201 - 500 employees
Internet Provider / E-commerce / Online Services
Iranian company dealing only with Iranian entities
2020
Privately held
Health insurance
توضیحات بیشتر
key Requirements
1 years experience in similar positionBachelor Industrial Engineering Sql Server - Intermediate
PowerBI - Intermediate
Job Description
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:
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.
- 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.
Job Requirements
Gender
Men / Women
Education
Software
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