job description
Join Outsourcey as a Contact Centre Team Leader for our Australia-based account in a dynamic morning shift role. This is a unique opportunity to lead a high-performing customer service team while working in the vibrant locations of Bali, Indonesia.
As a Team Leader, you will oversee daily operations, mentor agents, and ensure exceptional service delivery to our Australian clients. Your leadership will drive team performance, customer satisfaction, and operational efficiency in a fast-paced contact centre environment.
This role is ideal for experienced customer service professionals with a passion for coaching, problem-solving, and delivering results. Enjoy a competitive salary, professional growth, and the chance to work in one of the world’s most sought-after destinations.
Responsibility
- Lead and supervise a team of customer service agents, ensuring high performance and adherence to KPIs.
- Monitor and evaluate team interactions (calls, emails, chats) to maintain quality standards.
- Provide coaching, feedback, and training to agents to improve skills and productivity.
- Resolve escalated customer issues and ensure timely, satisfactory resolutions.
- Track and report on team metrics, including response times, resolution rates, and customer satisfaction.
- Collaborate with management to implement process improvements and operational strategies.
- Foster a positive, motivating work environment to boost team morale and engagement.
- Ensure compliance with company policies, industry regulations, and client-specific guidelines.
Qualifications
- Minimum 3+ years of experience in a contact centre or customer service environment, with at least 1 year in a leadership role.
- Proven ability to manage, mentor, and develop teams in a high-volume setting.
- Excellent English communication skills (written and verbal) with a neutral accent.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in CRM systems, call centre software, and Microsoft Office tools.
- Familiarity with Australian customer service standards and cultural nuances is a plus.
- Ability to work morning shifts (aligned with Australian business hours).
- Highly organized, detail-oriented, and capable of multitasking in a fast-paced environment.