job description
Are you a dynamic leader with a passion for building high-performing teams in the BPO or freight forwarding industry? Offshore Business Processing (OBP) is seeking an experienced Team Manager / Shift Manager to join our growing operations in Bali, Indonesia (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung).
In this role, you’ll lead a team of customer service professionals, ensuring seamless operations, exceptional service delivery, and continuous improvement. If you thrive in a fast-paced environment and have a track record of motivating teams to exceed targets, this is your opportunity to make an impact with a global leader in business process outsourcing.
At OBP, we value innovation, collaboration, and results. You’ll work in a modern, supportive environment with opportunities for career growth, competitive compensation, and a vibrant workplace culture. Whether you’re based in Canggu’s digital nomad hub or Ubud’s tranquil setting, you’ll enjoy Bali’s unique lifestyle while advancing your career.
Join us and be part of a team that drives excellence in customer service and operational efficiency. Apply now and take the next step in your leadership journey!
Responsibility
- Lead, mentor, and motivate a team of 10-20 customer service representatives to achieve performance targets and KPIs.
- Oversee daily shift operations, ensuring adherence to service level agreements (SLAs) and quality standards.
- Monitor real-time performance metrics (e.g., call volume, resolution time, customer satisfaction) and implement corrective actions as needed.
- Conduct regular coaching sessions, performance reviews, and training to enhance team skills and productivity.
- Collaborate with cross-functional teams (e.g., HR, Training, Operations) to streamline processes and improve efficiency.
- Handle escalated customer issues with professionalism, ensuring timely resolution and customer retention.
- Prepare and present shift reports, highlighting key achievements, challenges, and action plans.
- Foster a positive team culture by promoting engagement, recognition, and work-life balance initiatives.
Qualifications
- Minimum of 2-3 years of supervisory or team leadership experience in a BPO, call center, or freight forwarding environment.
- Proven track record of meeting or exceeding performance targets in a customer service or operations role.
- Strong communication skills in English (verbal and written); additional languages are a plus.
- Proficiency in using CRM systems, workforce management tools, and Microsoft Office (Excel, Word, PowerPoint).
- Ability to work in a fast-paced, 24/7 environment with rotating shifts, including nights and weekends.
- Problem-solving mindset with a focus on continuous improvement and process optimization.
- Bachelor’s degree in Business Administration, Management, or a related field (preferred but not required).
- Experience working in Bali or Indonesia is a strong advantage.