Team Leader for Contact Center Online Transportation - Yogyakarta
idn Teleperformance
·Jun 8, 2025
- Location
- Yogyakarta, ID
- Type
- Contract
- Department
- Customer Service
- Seniority
- Lead
- Education
- Bachelor
- Closing date
- Today
- Source
- iCIMS
Description
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