Customer Service Team Lead

Telmark; Kota Yogyakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading BPO company is seeking a Team Leader in Yogyakarta to supervise operations and manage agent performance. The role includes preparing reports, scheduling shifts, and supporting agent development. Candidates should possess a Diploma (D3) or a Bachelor's Degree (S1) and have at least 1 year of Team Leader experience. Proficiency in Microsoft Excel is also required.

Qualifications

• Minimum 1 year of experience as a Team Leader in tier 1 and tier 2.
• Familiar with team monitoring and performance management.

Responsibilities

• Supervise daily operations and agent performance.
• Maintain communication with the client and internal BPO manager.
• Prepare and submit operational reports.
• Create and manage agent and team leader shift schedules.
• Develop and support agents through coaching and performance reviews.

Skills

Team monitoring

Performance management

Problem-solving

Analytical thinking

Microsoft Excel

Education

Diploma (D3) or Bachelor's Degree (S1)

Job description

Responsibilities

• Supervise daily operations and agent performance.
• Maintain intensive communication with the client and internal BPO manager to ensure alignment and performance.
• Prepare and submit operational reports on an hourly, daily, weekly, and monthly basis.
• Create and manage agent and team leader shift schedules.
• Develop and support agents through regular briefing, coaching, and performance reviews.

Qualifications

• Minimum education: Diploma (D3) or Bachelor's Degree (S1) in any field.
• Minimum 1 year of experience as a Team Leader in tier 1 and tier 2.
• Familiar with team monitoring and performance management.
• Strong analytical thinking and problem-solving skills.
• Proficient in Microsoft Excel for reporting and scheduling purposes.