JD for Team Leader
Team Leader Responsibilities:
Overseeing and assessing customer service staff activities, and providing them with regular/daily performance-related feedback. Monitoring and evaluating agent calls, providing learning or coaching opportunities, and taking corrective action, if necessary.
Assisting customer service staff with duties where required.
Manage and drive performance from the associates in meeting SLAs and KPIs
Training staff in areas of customer service and company policies. Conducting training of team members to maximize their potential.
Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
Preparing reports and analyzing data to assist management as they determine call center goals.
Working with other supervisors and management team members to support agents and maximize customer satisfaction.
Conducting quarterly performance reviews.
Contributing to the growth of the company through a successful team.
Team Leader Requirements:
Preferred: Candidate must possess at least a Bachelor's/College Degree , Management is a plus.
Minimum of 2 year experience in customer service supervisory position (Customer Service and Sales)
Proficiency with technology, computers, and Avaya.
Strong skills in Excel, Powerpoint and Outlook.
Exceptional English verbal and written communication skills.
Strong people skills
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
Ability to present weekly and monthly report to management.
Knowledge of background checks, pre-employment screening and/or human resources would be an asset to this position.
Applicant must be willing to work on site.
Contract length: 12 months
Job Types: Full-time, Contract
Salary: Rp7,000,000 - Rp10,000,000 per month
COVID-19 considerations:
YES
Application Question(s):
Experience:
Language:
Work Remotely:
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