Deskripsi pekerjaan
Posisi Call Center Team Leader bertanggung jawab memimpin operasional pusat panggilan harian secara menyeluruh, memantau serta memastikan pencapaian Key Performance Indicators (KPI) baik untuk tim maupun individu. Peran kepemimpinan ini mencakup pelaksanaan pelatihan rutin (coaching), evaluasi kinerja, pengarahan tim (briefing), serta penanganan eskalasi keluhan pelanggan dan isu layanan kritis. Selain itu, pemimpin tim wajib memastikan kepatuhan terhadap SOP dan standar layanan, berkoordinasi erat dengan divisi Operasional, Teknik, maupun departemen bisnis lainnya untuk menyelesaikan masalah pelanggan secara efisien. Tanggung jawab lainnya meliputi analisis data operasional, penyusunan laporan kinerja, serta pengimplementasian inisiatif peningkatan kualitas layanan dan efisiensi operasional.
Tanggung jawab: Lead daily Call Center operations.; Monitor and ensure achievement of team and individual KPIs.; Conduct regular coaching, performance reviews, and team briefings.; Handle escalated customer complaints and critical service issues.; Ensure compliance with SOPs, service standards, and operational procedures.; Coordinate with Operations, Technical, and other relevant teams to resolve customer issues efficiently.; Analyze operational data and provide actionable insights to management.; Identify and implement initiatives to improve customer experience, service quality, and operational efficiency.; Ensure effective communication between the Call Center team and other business functions..
Kualifikasi: Minimum 2 years of proven experience as a Call Center Team Leader; Previous experience in the Banking industry is highly preferred; Fluent in English, with a minimum Intermediate level (both spoken and written); Strong experience in customer service, complaint handling, escalation management, and service operations; Proven ability to lead, coach, and develop Call Center Agents; Strong understanding of Call Center KPIs (Service Level, AHT, Quality, CSAT, Productivity, Attendance); Strong analytical, leadership, communication, and problem-solving skills; Experienced in preparing and analyzing operational performance reports; Familiar with CRM, ticketing systems, and Call Center reporting tools; Able to work independently and make effective decisions in a fast-paced environment; Willing to work on a shift-based schedule, including weekends and public holidays when required; Preferred industry background: Banking / Financial Services / Telecommunications / E-Commerce / Technology / Customer Service Operations.
Tanggung jawab
- Lead daily Call Center operations.
- Monitor and ensure achievement of team and individual KPIs.
- Conduct regular coaching, performance reviews, and team briefings.
- Handle escalated customer complaints and critical service issues.
- Ensure compliance with SOPs, service standards, and operational procedures.
- Coordinate with Operations, Technical, and other relevant teams to resolve customer issues efficiently.
- Analyze operational data and provide actionable insights to management.
- Identify and implement initiatives to improve customer experience, service quality, and operational efficiency.
- Ensure effective communication between the Call Center team and other business functions.
Kualifikasi
- Minimum 2 years of proven experience as a Call Center Team Leader
- Previous experience in the Banking industry is highly preferred
- Fluent in English, with a minimum Intermediate level (both spoken and written)
- Strong experience in customer service, complaint handling, escalation management, and service operations
- Proven ability to lead, coach, and develop Call Center Agents
- Strong understanding of Call Center KPIs (Service Level, AHT, Quality, CSAT, Productivity, Attendance)
- Strong analytical, leadership, communication, and problem-solving skills
- Experienced in preparing and analyzing operational performance reports
- Familiar with CRM, ticketing systems, and Call Center reporting tools
- Able to work independently and make effective decisions in a fast-paced environment
- Willing to work on a shift-based schedule, including weekends and public holidays when required
- Preferred industry background: Banking / Financial Services / Telecommunications / E-Commerce / Technology / Customer Service Operations
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Gaji
- Negosiasi