BPO Team Leader / Team Manager - Telco, Tech Support & Customer Service (Bali)

Are you a dynamic leader ready to elevate your career in the BPO industry? ePerformax is seeking a passionate Team Leader / Team Manager to oversee our high-performing Telco, Tech Support, and Customer Service accounts in Bali. This is your chance to lead a team of skilled professionals and drive exceptional customer service in the telecommunications and technology sectors.

Join ePerformax, a leading BPO company in Indonesia, and be part of a mission to deliver top-notch customer support solutions. In this role, you'll manage a team of 5-10 agents, ensuring they meet and exceed customer satisfaction metrics. You'll work closely with clients to understand their needs and develop tailored solutions, using tools like Zendesk, Salesforce, and Microsoft Teams. Based in Bali, you'll have the opportunity to grow your leadership skills while contributing to a dynamic and innovative company.

📋 Tanggung Jawab Pekerjaan

• Manage a team of 5-10 agents, providing coaching, training, and performance evaluations.
• Monitor and improve team performance metrics, including first call resolution (FCR), average handle time (AHT), and customer satisfaction scores (CSAT).
• Develop and implement training programs to enhance agent skills and knowledge.
• Collaborate with clients to understand their needs and develop tailored customer service solutions.
• Use customer relationship management (CRM) tools like Zendesk and Salesforce to track and manage customer interactions.
• Leverage project management tools like Microsoft Teams to coordinate tasks and deadlines.
• Ensure compliance with company policies and industry regulations.
• Participate in continuous improvement initiatives to drive operational excellence.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Telecommunications, or a related field.
• Minimum of 3 years of experience in a leadership role within the BPO or customer service industry.
• Proven experience in managing teams and driving performance improvements.
• Strong understanding of telecommunications and technology support processes.
• Proficiency in using CRM tools like Zendesk and Salesforce.
• Experience with project management tools like Microsoft Teams.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, high-pressure environment.

🛠️ Keahlian

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