job description
Are you a dynamic leader ready to shape the future of customer service excellence? ePerformax is launching a pioneer program in Bali, and weâre seeking a BPO Team Leader/Team Manager to drive performance, mentor teams, and deliver exceptional results for our high-profile client account.
In this role, youâll oversee a team of customer service professionals, ensuring operational efficiency, client satisfaction, and continuous improvement. This is a unique opportunity to work remotely from Baliâs most vibrant locationsâCanggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badungâwhile leading a cutting-edge BPO initiative.
If you thrive in fast-paced environments, have a passion for leadership, and want to be part of a groundbreaking project, this is your chance to make an impact. Join us and redefine what it means to lead in the BPO industry.
Responsibility
- Lead and mentor a team of customer service agents to achieve KPIs, including CSAT, resolution time, and productivity targets.
- Monitor daily operations, ensuring adherence to client SLAs and company policies.
- Develop and implement process improvements to enhance team efficiency and customer experience.
- Conduct regular performance reviews, coaching sessions, and training to upskill team members.
- Act as the primary point of contact for escalations, resolving complex customer issues with professionalism.
- Collaborate with cross-functional teams (QA, Workforce, HR) to align on goals and address operational challenges.
- Prepare and present performance reports, insights, and action plans to stakeholders.
- Foster a positive, high-performance culture that aligns with the pioneer programâs innovative vision.
Qualifications
- Minimum 3+ years of experience in a BPO/Call Center environment, with at least 1-2 years in a Team Leader/Manager role.
- Proven track record of managing teams of 10+ agents in a customer service or sales-driven setting.
- Strong knowledge of BPO metrics (AHT, FCR, NPS, etc.) and performance management tools.
- Excellent English communication skills (written and verbal) with a neutral accent.
- Ability to work flexible shifts (including nights/weekends) to support global clients.
- Tech-savvy with proficiency in CRM systems (e.g., Salesforce, Zendesk) and Microsoft Office/Google Workspace.
- Demonstrated problem-solving skills and the ability to make data-driven decisions.
- Based in Bali with a stable internet connection and a quiet workspace for remote work.