Customer Service Team Lead

Telmark Indonesia; Sleman; On-site; IDR 100.000.000 - 200.000.000; Part time

Job summary

A leading company in customer experience is seeking a Customer Experience Officer for a 3-month contract in Yogyakarta. Responsibilities include supervising operations, maintaining client communications, and preparing reports. Candidates should have at least 1 year of team leader experience and proficiency in Microsoft Excel. This position offers the opportunity to develop agent performance through regular coaching.

Qualifications

• Minimum 1 year of experience as a Team Leader.
• Familiar with team monitoring and performance management.
• Proficient in Microsoft Excel for reporting and scheduling purposes.

Responsibilities

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

Skills

Analytical thinking

Problem-solving

Team monitoring

Performance management

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.
• Jenis pekerjaan: Kontrak

Job Details

[3 Mon Contract] Customer Experience Officer

Grand Mercure & Ibis Yogyakarta Adisucipto - Loker Hotelier