job description
Are you a dynamic leader with a passion for customer service excellence? EXL Services is seeking a motivated Team Lead to join our growing team in Bali, Indonesia. This is your opportunity to drive operational success, mentor a high-performing team, and deliver exceptional client experiences in a fast-paced, global environment.
As a Team Lead, you will oversee daily operations, ensure service level agreements (SLAs) are met, and foster a culture of continuous improvement. With EXL’s commitment to innovation and employee development, you’ll have the tools and support to advance your career while making a tangible impact.
If you thrive in collaborative settings, have a knack for problem-solving, and are ready to lead with integrity, we want to hear from you. Apply today and take the next step in your professional journey with a company that values your growth as much as you do.
Responsibility
- Lead and mentor a team of customer service representatives to achieve performance targets and KPIs.
- Monitor and analyze team performance metrics, providing actionable feedback for improvement.
- Ensure adherence to company policies, procedures, and compliance standards.
- Resolve escalated customer inquiries and complaints with professionalism and efficiency.
- Collaborate with cross-functional teams to streamline processes and enhance service delivery.
- Conduct regular training sessions to upskill team members on products, services, and best practices.
- Develop and implement strategies to improve customer satisfaction and reduce resolution times.
- Prepare and present performance reports to senior management with data-driven insights.
Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum of 3 years of experience in a customer service or call center environment, with at least 1 year in a leadership role.
- Proven ability to manage, coach, and develop high-performing teams.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Strong analytical and problem-solving abilities with a focus on process improvement.
- Proficiency in CRM software and Microsoft Office Suite (Excel, PowerPoint).
- Ability to work flexible hours, including weekends and holidays, as needed.
- Fluency in English (written and verbal) is required; additional languages are a plus.