KPI-Driven Customer Service Team Lead: Coaching & Escalations

Bumame; Kota Yogyakarta; On-site; IDR 66,960,000 - 111,600,000; Full time

Job summary

Bumame in Yogyakarta is seeking a proactive Team Leader to guide the Customer Service team in daily operations, ensuring smooth workflow and strong customer focus.

You will monitor KPIs, handle escalations, coach staff, and act as a bridge between management and front-line agents while implementing new SOPs and workflows.

The role requires a Bachelor's degree and at least 1 year of supervisory experience, with telesales experience viewed favorably and a flexible, shift-ready mindset.

Qualifications

• Bachelor's degree in any major.
• 1 year minimum experience as a Team Leader or in a supervisory role.
• Experience in telesales is highly preferred.
• Strong leadership and communication skills.
• Customer service-oriented with excellent problem-solving abilities.
• Fast response and able to multitask in a dynamic environment.
• Proficient in Microsoft Office.
• Able to work in shifts.
• Flexible and adaptable to changes in workflows and SOPs.
• Accustomed to working with KPIs.
• Willing to be placed at Bumame Yogyakarta.

Responsibilities

• Lead, supervise, and support the Customer Service team in daily operations
• Monitor team performance and ensure KPIs are achieved
• Handle customer escalations and provide appropriate resolutions
• Act as a bridge between management and the Customer Service team
• Ensure compliance with company policies, procedures, and SOPs
• Adapt to operational changes and implement new workflows effectively
• Provide coaching, guidance, and performance feedback to team members

Skills

Leadership

Communication

Customer service

Problem solving

Multitasking

MS Office

Shift work

Adaptability

KPI orientation

Education

Bachelor's degree (S1) in any major

Tools

Microsoft Office

Job description

Bumame in Yogyakarta is seeking a proactive Team Leader to guide the Customer Service team in daily operations, ensuring smooth workflow and strong customer focus.

You will monitor KPIs, handle escalations, coach staff, and act as a bridge between management and front-line agents while implementing new SOPs and workflows.

The role requires a Bachelor's degree and at least 1 year of supervisory experience, with telesales experience viewed favorably and a flexible, shift-ready mindset.