Customer Service Team Lead (English Speaker)

amIT Global Solutions Sdn Bhd; Indonesia; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A call center solutions provider in Indonesia is seeking a Team Supervisor to oversee call center associates. The role involves coaching team members, managing performance, and ensuring customer satisfaction by meeting contractual KPIs. Candidates must be fluent in Bahasa and English, possess strong communication skills, and be able to work under pressure. This position requires effective leadership and a willingness to work in shifts.

Qualifications

• Fluency in both Bahasa and English is essential.
• Ability to lead a team and meet performance expectations.
• Experience in coaching and developing team members.

Responsibilities

• Supervise a group of call center associates and monitor attendance.
• Coach direct reports regularly to achieve performance metrics.
• Communicate expectations and manage escalated customer calls.

Skills

Fluent in Bahasa

Fluent in English

Strong communication skills

Ability to mentor and coach

Ability to work under pressure

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