Team Leader BPO - YOGYAKARTA

Job Requirements

Fluent in English both written and verbal (is a MUST)

Willing to work in shifting schedule (permanent night shift)

Has experience in same role at BPO Industry

Proven leadership and management skills

Excellent communication and interpersonal skills

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

Willing to be placed in YOGYAKARTA

Job Responsibilities

Manage a team of customer service representatives, ensuring that they adhere to company policies and procedures.

Handle escalated customer complaints and work to resolve them quickly and effectively.

Monitor team performance metrics, such as call quality, customer satisfaction, and average handle time.

Identify areas for improvement and implement strategies to enhance team performance and customer satisfaction.

Coach and train team members to improve their skills and knowledge.

Conduct regular performance evaluations and provide feedback to team members.

Collaborate with cross-functional teams to develop and implement customer service initiatives.

Prepare and present regular reports on team performance to the management team.