Customer Service Team Lead

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

Job summary

A leading company in customer service seeks a Call Center Supervisor to manage and coach a team of associates. This role involves work and attendance monitoring, meeting performance metrics, and ensuring excellent customer service in line with contractual expectations. Ideal candidates should be fluent in Bahasa and English, possess strong coaching skills and thrive under pressure.

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.

Responsibilities

• Supervising a group of call center associates, ensuring KPIs are met.
• Coaching direct reports on performance regularly.
• Handling escalated customer calls and conducting team meetings.

Skills

Fluent in Bahasa

Fluent in English

Strong communication skills

Ability to lead

Mentoring

Job description

Essential Functions/Core Responsibilities

• Responsible for supervising of a group of 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