Team Leader for Contact Center Online Transportation

2 weeks ago

Yogyakarta, Yogyakarta, Indonesia Teleperformance Full time


Overview

Team Leader Online Transportation - Is a vital support role in Contact Center Industry as they will cooperate with other support functions such as QA and Trainer to implement project delivery, monitor team service quality and efficiency, and promote the achievement of KPI.



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



Qualifications

    • Bachelor's degree (S1) of any major

    • Willing to work in shifting schedule including night shift/weekend/ public holiday

    • Has experience in same role at BPO Industry for at least 6 months

    • 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.

    • Placement at Yogyakarta

    • Can join immediately


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