Team Leader, Customer Operations, SeaBank (Yogyakarta)

PT Bank Seabank Indonesia; Daerah Istimewa Yogyakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A financial services provider in Yogyakarta is seeking a Team Leader for Customer Operations. The role involves supporting L1 agents, monitoring performance, and ensuring customer satisfaction. Candidates should have at least 3 years of experience in a contact center and a Bachelor's degree. Strong communication skills and knowledge of information systems are essential. The position offers opportunities to train and evaluate staff in a dynamic environment.

Qualifications

• Minimum 3 years working in a contact center in banking or technology.
• Experience in training and performance evaluation.
• Ability to create performance reports.

Responsibilities

• Provide solutions for customer issues beyond L1 agents.
• Switch L1 agents to maintain service quality standards.
• Monitor and evaluate agent performance.

Skills

Customer service experience

Knowledge of information & computer systems

Data processing and reporting

Basic English communication

Education

Bachelor's degree from any major

Job description

Team Leader, Customer Operations, SeaBank (Yogyakarta)

Involve and provide solutions to problems experienced by customers that cannot be handled by L1 Agents, to maintain customer satisfaction and Agent capability

Switch L1 agents to serve customers in accordance with specified service quality standards

Monitor and evaluate Agent performance, provide learning or training opportunities, and take corrective action, so that Agents perform according to their productivity potential.

Ensure L1 agent productivity meets specified targets

Prepare and create Agent performance reports every week/month/year, to support future team performance evaluations.

Requirement:

Minimum 3 (three) years working as a contact center in the banking industry or technology company

Minimum Bachelor's degree from any major

Understand the operation of information & computer systems

Able to communicate using minimally passive English

Understand data processing and reporting

Which of the following types of qualifications do you have?

Have you worked in a call centre before?

What's your expected monthly basic salary?

Do you have customer service experience?