Team Leader Call Center

  • Rp. 4.000.000 - Rp. 5.000.000

Job Description

    Job Description :

    • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
    • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
    • Identify performance related issues, develop an action plan for improvement and implement corrective action.
    • Ensure service delivered to our customers meets Key Performance Indicator (‘KPIs’).
    • Provide subject matter expertise in handling escalated customer calls as needed.
    • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
    • Stay current on internal work processes policies and procedures.
    • Attend required manager development training.

    Requirement :

    • Bachelor degree in any field with two years of relevant experience preferred.
    • Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
    • Work well under pressure and follow through on items to completion.
    • Strong communication skills, both written and verbal.
    • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
    • Ability to mentor, coach and provide direction to a team of employees.
    • Willingness to work a flexible schedule.