Customer Service Team Lead: Performance & Coaching

White Glove Hiring; Sleman; On-site; IDR 223,200,000 - 334,800,000; Full time

Job summary

Kreatifitas Sinergisme Teknoindo (KST) mencari seorang Team Leader CS untuk mengelola kinerja tim CS, menjaga kualitas layanan, dan memastikan kepatuhan terhadap KPI proyek. Peran ini menuntut kemampuan analitis, komunikasi kuat, serta gaya kepemimpinan yang proaktif.

Anda akan menjadi kontak utama bagi klien terkait performa tim, perubahan operasional, dan kebutuhan pelatihan. Posisi ini bersifat on-site di Sleman, Indonesia, dengan kontrak kerja dan fokus pada peningkatan produktivitas serta

Qualifications

• Diploma/Bachelor's degree in any field.
• Minimum 2–3 years of experience in Team Leader CS, Supervisor CS, or similar role (MUST)
• Proficient in English (MUST)
• Experience managing or coordinating a team is preferred.
• Strong communication and interpersonal skills.
• Good problem-solving and analytical skills.
• Proactive, detail-oriented, and strong sense of ownership.
• Able to manage performance and provide constructive feedback.
• Comfortable working with targets, KPIs, and performance data.

Responsibilities

• Monitor CS daily performance, productivity, quality, attendance, and discipline.
• Review performance against project KPIs and daily targets.
• Identify performance gaps early and take corrective action before issues escalated.
• Conduct regular 1-on-1 and performance check-ins with CS team members.
• Maintain performance records and provide data-based performance updates to management.
• Ensure employees understand what is expected from them and how their performance is measured.
• Act as the primary KST contact for operational and people-related matters concerning the CS team.
• Maintain regular communication with the client regarding team performance, workload, and development.
• Clarify client expectations, priorities, and changes in operational requirements.
• Ensure client feedback is translated into clear actions for the CS team.
• Manage escalations related to employee performance and operational issues.
• Challenge or clarify client feedback when necessary and ensure performance decisions are supported by clear evidence.
• Conduct structured coaching for CS employees based on identified performance gaps.
• Identify individual development needs and create practical improvement actions.
• Provide additional guidance to employees who are struggling to meet expectations.
• Monitor progress of employees under an Improvement Plan.
• Identify high-potential employees and prepare them for broader responsibilities.
• Build a culture of ownership, proactivity, accuracy, and continuous improvement.
• Ensure every new CS employee understands role expectations, KPIs, and success criteria from Day 1.
• Monitor new employees during their first 90 days.
• Conduct and document structured 30/60/90-day performance reviews.
• Establish early warning status: Green / Yellow / Red.
• Initiate coaching or improvement actions for Yellow/Red employees.
• Provide evidence-based recommendations regarding probation continuation or completion.
• Conduct Root Cause Analysis for employees who fail probation to identify whether the issue comes from hiring, onboarding, training, performance, or role fit.
• Participate in client interviews and final candidate assessment.
• Support HR in designing and conducting CS job simulations/case studies.
• Provide feedback on candidate suitability based on operational requirements.
• Identify recurring hiring gaps from probation failures and recommend improvements to the recruitment process.
• Identify recurring errors, bottlenecks, and productivity issues within CS operations.
• Develop and maintain practical SOPs, checklists, and working guidelines together with the client.
• Ensure CS employees follow agreed processes and quality standards.
• Analyze recurring performance issues and propose preventive solutions.
• Capture lessons learned and convert them into training or process improvements.
• Continuously improve the CS team's productivity and quality.
• Provide management with data-driven reporting, not only activity updates.
• Monthly reporting should cover: Headcount & manpower status, Productivity / target achievement, Quality / error rate, Attendance & discipline, Client feedback, Employee development progress, Probation status

Skills

Team Leadership

Communication

Analytical Skills

Ownership

Problem Solving

Education

Diploma/Bachelor's degree

Job description

Kreatifitas Sinergisme Teknoindo (KST) mencari seorang Team Leader CS untuk mengelola kinerja tim CS, menjaga kualitas layanan, dan memastikan kepatuhan terhadap KPI proyek. Peran ini menuntut kemampuan analitis, komunikasi kuat, serta gaya kepemimpinan yang proaktif.

Anda akan menjadi kontak utama bagi klien terkait performa tim, perubahan operasional, dan kebutuhan pelatihan. Posisi ini bersifat on-site di Sleman, Indonesia, dengan kontrak kerja dan fokus pada peningkatan produktivitas serta