Introduction
We are seeking a dynamic Team Leader – Contact Center Transportasi to join our fast‑growing operations in Yogyakarta. The role is pivotal in ensuring that our transportation‑related call‑center delivers seamless, high‑quality service to millions of passengers daily. As a leader, you will supervise a team of agents, drive performance against key performance indicators (KPIs), and act as the bridge between frontline staff, internal stakeholders, and external partners.
Responsibilities
- Monitor daily service delivery against established SOPs, traffic volumes, and staffing levels to guarantee consistent quality.
- Conduct regular briefings, coaching sessions, and performance counseling for agents under your supervision.
- Ensure all KPIs—such as average handling time, first‑call resolution, and customer satisfaction—are met or exceeded.
- Coordinate with scheduling, training, and IT teams to maintain smooth operation of the contact center.
- Escalate operational issues promptly to internal management or external partners, providing clear documentation and recommended solutions.
- Prepare and distribute accurate daily, weekly, and monthly performance reports for senior leadership.
- Develop and maintain agent rosters, ensuring optimal shift coverage for 24‑hour operations.
- Analyze call traffic trends and recommend process improvements or staffing adjustments.
- Foster a positive team environment that encourages continuous learning and high morale.
- Participate in recruitment and onboarding of new agents, ensuring they understand the company’s service standards.
Requirements
- Minimum education: D3/D4 (Diploma) in any relevant field.
- At least 1 year of proven experience as a Team Leader or Supervisor in a contact‑center environment, preferably within the transportation or logistics sector.
- Strong command of Microsoft Office suite—Excel, PowerPoint, and Word.
- Demonstrated leadership skills with the ability to motivate and develop a diverse team.
- Excellent verbal and written communication skills in both Bahasa Indonesia and English.
- Comfortable working in a shift‑based schedule (including nights, weekends, and holidays).
- Open to candidates of any gender.
- Willingness to be based in Yogyakarta and commute as required.
Benefits
- Competitive salary with performance‑based bonuses.
- Comprehensive health insurance (medical, dental, vision).
- Paid time off and annual leave in accordance with Indonesian labor law.
- Meal and transportation allowances for shift work.
- Professional development programs, including leadership workshops and certification courses.
- Employee assistance program and wellness initiatives.
- Opportunities for career advancement within a rapidly expanding organization.
About Company
Our company is a leading provider of transportation‑related services in Indonesia, operating a state‑of‑the‑art contact center that connects millions of passengers with reliable travel options every day. With a focus on innovation, customer centricity, and operational excellence, we have built a reputation for delivering fast, accurate, and friendly assistance across multiple channels—including phone, chat, and social media. We pride ourselves on a collaborative culture where every employee is empowered to make an impact, and we continuously invest in technology and talent to stay ahead of industry trends.
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