job description
Join Security Bank as a Contact Center Team Leader in the heart of Bali and lead a high-performing team of Better Banking Specialists to deliver exceptional customer service. This role offers a unique opportunity to shape customer experiences while enjoying the vibrant work-life balance of Bali’s most dynamic locations.
As a Team Leader, you will oversee daily operations, ensure service quality, and drive team performance to meet and exceed KPIs. Your leadership will be pivotal in fostering a culture of excellence, collaboration, and continuous improvement. With Security Bank’s commitment to innovation and customer-centric solutions, you’ll play a key role in elevating the bank’s reputation in the financial services sector.
Ideal for professionals with a passion for mentorship, problem-solving, and operational efficiency, this position combines strategic leadership with hands-on management in a fast-paced, rewarding environment.
Responsibility
- Supervise and mentor a team of Better Banking Specialists to ensure high-quality customer interactions and service delivery.
- Monitor and evaluate team performance against KPIs, providing actionable feedback and coaching for improvement.
- Develop and implement training programs to enhance team skills in customer service, sales, and problem resolution.
- Resolve escalated customer inquiries and complaints, ensuring timely and satisfactory resolutions.
- Collaborate with cross-functional teams to streamline processes and improve operational efficiency.
- Prepare and present performance reports, identifying trends and recommending strategic adjustments.
- Foster a positive and motivating work environment to boost team morale and productivity.
- Stay updated on banking products, policies, and industry best practices to guide the team effectively.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 3 years of experience in a contact center or customer service leadership role, preferably in the banking or financial sector.
- Proven track record of managing teams, improving performance metrics, and driving customer satisfaction.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Strong analytical abilities to interpret data and make data-driven decisions.
- Proficiency in CRM systems, call center software, and Microsoft Office Suite.
- Ability to work flexible hours, including weekends or holidays, as needed.
- Fluency in English; additional language skills (e.g., Indonesian) are a plus.