Customer Service Supervisor (English Speaker)

Concentrix; Surakarta; On-site; USD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic Team Leader to inspire and develop a team of call center associates. In this critical role, you will lead by example, fostering a culture of excellence through effective coaching and communication. Your leadership will ensure that service delivery meets contractual KPIs and financial expectations, while also addressing performance-related issues with actionable plans. Join a forward-thinking company that values teamwork and personal growth, and make a significant impact on both team performance and customer satisfaction.

Qualifications

• Experience in leading teams and fostering professional development.
• Ability to manage performance metrics and provide coaching.

Responsibilities

• Lead and coach team members to achieve performance metrics.
• Identify performance issues and implement corrective actions.
• Manage team metrics and retention goals effectively.

Skills

Team Leadership

Coaching

Performance Management

Communication Skills

Problem Solving

Education

Bachelor's Degree

Job description

Essential Functions/Core Responsibilities

• Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation

• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved

• 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 and changes

• Provide subject matter expertise in handling escalated customer calls as needed

• Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities

• Stay current on internal work processes, policies and procedures. Attend required manager development training

• Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

• Complete shift-wide projects that aim to increase productivity, quality or other KPI

• Promote the Company's values through both behavior and attitude, including being an advocate for your team members