Operations Team Leader

TELUS Digital; Denpasar; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

TELUS Digital in Bali, Denpasar is seeking a Team Leader for a 15-25 member BPO team. You will mentor staff, handle inquiries, and drive SLA/KPI results while coaching for growth in a fast-paced, policy-driven environment.

The role requires strong English skills, 1 year BPO experience, and at least 6 months in people management, with shifts including evenings and weekends. Full worker onsite in Denpasar, Bali.

Qualifications

• Bachelor's degree or higher in any field.
• 1 year experience in BPO service (customer care - moderation - service analysis).
• Has at least 6 months of experience in people management and leadership.
• Strong English communication skills, both oral and written.
• Flexible to work different shifts, including evenings, Public Holidays, and weekends.
• Ability to handle difficult and escalated customer situations.
• Strong problem-solving and decision-making abilities.
• Ability to work in a fast-paced and dynamic environment.
• Stays updated and is interested on social-media trends.
• Must understand platform policies, handle sensitive content with empathy and resilience.
• Willing to work on weekends and public holidays.
• Able to work on shifting schedules including night shifts.
• Willing to be placed in Denpasar, Bali, Indonesia (Full WFO).

Responsibilities

• Provide mentoring, coaching, and direction to team members (of approximately 15-25 members).
• Handle client inquiries and provide appropriate solutions within time limits.
• Lead team members and enhance teamwork through coaching and proactive communication.
• Follow communication procedures, guidelines, and policies.
• Subject Matter Expert to all operations functions (People, Performance, Process).
• Ensure Service Level Agreements (SLA) and KPIs are met.
• Set goals for individuals and teams and drive achievement.
• Manage team scorecard performance and retention goals.
• Identify performance issues and develop CAPA plans for improvement.
• Report on data and team performance to the supervisor.
• Manage team schedules and staffing in line with policy.

Skills

People management

Leadership

Customer service

Communication

English proficiency

Data reporting

Shift flexibility

Policy compliance

Education

Bachelor's degree

Tools

CRM systems

Job description

Responsibilities:

• Provide mentoring, coaching, and direction to team members (of approximately 15-25 members);
• Handle client inquiries and provide appropriate solutions and alternatives within the time limits to ensure resolution;
• Lead team members, foster their professional development and growth via effective coaching and proactive communication, and enhance teamwork and cooperation;
• Follow communication procedures, guidelines, and policies;
• Subject Matter Expert to all operations functions (People, Performance, Process);
• Responsible for ensuring and achieving all Service Level Agreements (SLA) and contractual Key Performance Indicators (KPIs);
• Set goals for individual and team levels and ensure to achieve targets;
• Manage team scorecard performance and retention goals;
• Identify performance-related issues, develop Corrective Action - Preventive Action (CAPA) plan for improvement, and demonstrate proactive approaches in any situation;
• Be able to report on data or team and/or team members' performance, and overall condition/state to immediate supervisor proactively and as needed.
• Manage team schedules and staffing levels in compliance with the organization policy

Key Skills and Experience:

• Bachelor’s Degree or Higher in any relevant field
• 1 year experience in BPO service (customer care - moderation - service analysis)
• Has at least 6 months of experience in people management and leadership
• Strong English communication skills, both oral and written
• Flexible to work different shifts, including evenings, Public Holidays, and weekends
• Ability to handle difficult and escalated customer situations
• Strong problem-solving and decision-making abilities
• Ability to work in a fast-paced and dynamic environment
• Stays updated and is interested on social-media trends
• Must be able to have a deep understanding of platform policies, and the ability to handle sensitive content with empathy and resilience
• Willing to work on weekend and public holiday
• Able to work on shifting schedules including night shifts
• Willing to be placed in Denpasar, Bali, Indonesia (Full WFO)

Working Location: Jl. Imam Bonjol No.502, Pemecutan Klod, Kec. Denpasar Bar., Kota Denpasar, Bali 80119