Team Leader – Customer Service (US/Canada Market)

Teleperformance; Provinsi Bali; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading customer service provider in Indonesia seeks a dynamic Team Leader to oversee a high-performing customer service team. The ideal candidate will have experience in leading teams, strong communication skills, and the ability to foster a positive work environment. Responsibilities include coaching staff, monitoring operations, and handling escalated interactions. Must be willing to work flexible shifts to support the US market.

Qualifications

• Minimum Diploma (D3) or Bachelor’s degree in any field.
• 1-2 years of experience in a leadership role within customer service.
• Strong command of English (C1 level) both written and spoken.

Responsibilities

• Lead, coach, and develop a team of customer service representatives.
• Monitor daily operations ensuring adherence to service level agreements.
• Conduct regular performance reviews and implement improvement plans.

Skills

Leadership

Communication

Conflict Resolution

Coaching

Data Analysis

Customer Service Excellence

Education

Diploma (D3) or Bachelor's degree

Job description

Team Leader – Customer Service (US/Canada Market)

We are seeking a dynamic and results-driven Team Leader to oversee a high-performing customer service team. In this role, you will be responsible for driving operational excellence, ensuring service quality, and supporting team development. You will collaborate with Quality Assurance (QA), Training, and other internal stakeholders to maintain high standards of customer satisfaction and performance.

Key Responsibilities

• Lead, coach, and develop a team of customer service representatives to meet and exceed performance targets.
• Monitor daily operations and ensure adherence to service level agreements (SLAs) and quality standards.
• Conduct regular performance reviews, provide constructive feedback, and implement improvement plans.
• Collaborate with QA and Training teams to support onboarding, upskilling, and calibration sessions.
• Analyze team performance data to identify trends, root causes, and areas for improvement.
• Participate in business reviews and contribute to strategic initiatives for service enhancement.
• Handle escalated customer interactions with professionalism and empathy.
• Foster a positive, inclusive, and high-performance team culture.

Requirements

• Minimum Diploma (D3) or bachelor’s degree in any field.
• 1-2 years of experience in a leadership role within customer service, contact center, sales, or healthcare.
• Strong command of English (C1 level) both written and spoken.
• Excellent communication, coaching, and conflict resolution skills.
• Willingness to work flexible shifts, including nights, weekends, and public holidays to support the US market.
• Prior experience managing US or Canada markets is a plus.

How many years' experience do you have as a Customer Service Team Leader?