Customer Service Supervisor

Concentrix; Surakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading customer service company in Indonesia is seeking a Team Supervisor to oversee call center operations. This role involves supervising team leaders, coaching associates, and ensuring performance metrics are achieved. The ideal candidate is fluent in Bahasa and English, has strong communication skills, and the ability to lead a team under pressure. Shift work is required, and the company promotes a supportive team environment.

Qualifications

• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Work well under pressure and follow through on items to completion.
• Willingness to work in shifts.

Responsibilities

• Supervise team leaders and call center associates, monitoring work and attendance.
• Coach direct reports on performance to meet metrics.
• Identify performance issues and develop action plans for improvement.
• Ensure service meets contractual KPIs and financial expectations.
• Communicate expectations and provide updates to employees.

Skills

Fluent in Bahasa & English

Strong communication skills

Ability to develop and coach team members

Ability to lead team

Ability to work under pressure

Job description

Essential Functions/Core Responsibilities

• Responsible for supervising of a group of team leader and call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Candidate Profile

• Fluent in Bahasa & English
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work in shifts