Cs Team Leader

4 days ago

Depok, Indonesia PT SPC Full time

**Job Scope / Role**:

- Supervise for day-to
- day Driver Center Operation, and assisting The Manager and
- Assistance Manager with managerial and administrative functions.
- To achieve satisfactory Partners and Consumers experience during visit to Driver Centre.
- Manage and Supervise day-to
- day operations at Driver Centre.
- Achieve OKRs ( Target Average Handling Time (AHT), Average Waiting Time (AWT), Customer Satisfaction (CSAT), Dissatisfaction score (DSAT), Online quiz and another OKR required )
- Monitor quality performance and Service Level Agreement (SLA).
- Hold Responsible to achieve sales target (daily, weekly, monthly), i.e Kios Acquisition, Mitra Premium Acquisition, Kios Transaction, Kios Revenue, etc.
- Maintain First Call Resolution (FCR) for all transactions.
- Support Project from all verticals i.e Promotions, Selling attribute, etc.
- Maintain high Driver Center standards and conditions and foster a positive environment.
- Lead & Maintain knowledge of all Team memberS, Evaluating Team performance, providing feedback, Briefing Team
- Provide Daily, Weekly and Monthly reports regarding operations and productivity.
- Formulates recommendations and provides feedback to management regarding operational policies and procedures.
- Assist in managing the security and safety of the branch, by analysing security and safety policies and procedures. Alerts Team of any changes.
- Maintain control over audit procedures to ensure compliance with control. If weaknesses are identified, report them to Manager & Assistant Manager GDC.
- Hold responsibility for tools and systems.
- Hold responsibility for auditing all Team members, including fraud issues, etc.
- Resolves Partners and Consumers problems and Team member complaints as needed.
- Involve in Driver Center Agent Interview with Manager/Assistant Manager.
- Responsible & monitor administrative function : Reconciliation Lost & Found, Cash Advance, Rental Office, Electricity Bills, etc.
- Performs other various duties as assigned

**Requirements & Criteria**:

- Bachelors Degree
- 2-3 years experiences in lead CS Team
- Excellent verbal and written communication skills
- Strong Customer Service Skills
- Sales Skills
- Leadership Skills
- Human Resource Management Skills
- Basic Computer Skills
- Results Driven Attitude
- Attention to Detail
- Ability to motivate Team members
- Ability to supervise multi-functional tasks
- Ability to handle confidential /sensitive information in a professional manner

Jenis Pekerjaan: Kontrak
Panjang kontrak: 6 bulan

Pengalaman:

- Team Leader Customer Service Offline: 2 tahun (Diwajibkan)

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