job description
Join ePerformax, a global leader in Business Process Outsourcing (BPO), as a Subject Matter Expert (SME) / Team Leader for our exciting pioneer account! This is a unique opportunity to shape a new team from the ground up while advancing your leadership career in a dynamic, fast-paced environment.
As a pioneer in this account, you’ll play a pivotal role in establishing best practices, driving operational excellence, and mentoring a high-performing team. You’ll collaborate with cross-functional stakeholders to ensure seamless service delivery, optimize processes, and exceed client expectations. This role is perfect for a strategic thinker with a passion for customer service, process improvement, and team development.
Based in Bali, Indonesia (with remote flexibility across Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung), you’ll enjoy a vibrant work-life balance while contributing to a global organization. ePerformax offers a supportive culture, professional growth opportunities, and a chance to make a real impact in a growing industry.
If you’re ready to lead with purpose, innovate with confidence, and grow with a forward-thinking team, we’d love to hear from you!
Responsibility
- Lead and mentor a team of BPO professionals, fostering a culture of excellence, accountability, and continuous improvement.
- Serve as the primary Subject Matter Expert (SME) for the pioneer account, ensuring deep understanding of client requirements, processes, and service standards.
- Develop and implement operational strategies to enhance efficiency, productivity, and customer satisfaction.
- Monitor team performance metrics, provide actionable feedback, and drive initiatives to meet or exceed KPIs.
- Collaborate with cross-functional teams (e.g., training, quality assurance, client services) to align processes and deliver seamless service.
- Identify process gaps, propose solutions, and lead change management initiatives to optimize workflows.
- Conduct regular coaching sessions, performance reviews, and training programs to upskill team members.
- Act as a liaison between the team and senior management, escalating issues and providing data-driven insights.
Qualifications
- Minimum of 3-5 years of experience in a BPO or customer service environment, with at least 1-2 years in a leadership role (e.g., Team Lead, Supervisor, SME).
- Proven track record of managing teams, driving performance, and achieving operational targets.
- Strong understanding of BPO processes, including call center operations, quality assurance, and workforce management.
- Excellent communication skills in English (verbal and written); additional languages are a plus.
- Ability to analyze data, identify trends, and implement process improvements.
- Experience with pioneer accounts or start-up environments is highly desirable.
- Certifications in leadership, customer service, or process management (e.g., Six Sigma, ITIL) are advantageous.
- Strong problem-solving skills, adaptability, and a results-driven mindset.