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.