CX OTA Team Leader

PT Transcosmos Indonesia , a joint venture between Transcosmos Inc. and CBN (a member of the Salim Group), is a Global Digital Transformation Partner in Customer Experience Solutions and Digital Marketing Solutions. Why Join Us? Our goal is to foster a culture of excellence while shaping a thriving company. We provide a competitive compensation package and ample opportunities for career growth. We believe in giving every employee a fair chance to contribute to our success and to unlock their full potential.

Job Description : This is an on-site contract role as a Team Leader located in Semarang. As Team Leader you will be responsible for : Lead the team to achieve performance targets, ensuring efficiency and productivity in daily operations

Conduct briefings and ensure agents follow the briefings and provide information about weekly achievements and development plans Drive engaging customer centric culture that celebrate ownership, initiative and pride for the company Manage team schedules and resources effectively to meet operational requirements

Ensure adherence to processes, policies and procedures in providing quality and consistent service delivery Carry out calibration with Quality Analyst (QA) periodically with the aim of ensuring equal parameters between the team leader and company’s internal CQA Prepare reports and analyse data to monitor team performanceIdentifying areas for improvement and implement action plans

Maintaining a service mind-set by prioritizing client needs and consistently delivering exceptional service