job description
Are you a dynamic leader with a passion for driving team performance and delivering exceptional customer experiences? PERSOL is seeking an Outbound Call Centre Supervisor to lead our high-energy survey operations team in Bali. This is your opportunity to shape a purpose-driven environment, mentor a talented group of professionals, and elevate service standards in a fast-paced, impactful role.
In this position, you will oversee outbound call campaigns, ensuring efficiency, accuracy, and a customer-centric approach. Your leadership will be instrumental in achieving targets, fostering team growth, and maintaining operational excellence. If you thrive in a collaborative setting and are eager to make a tangible difference, we want to hear from you.
Join us in Baliāa vibrant hub for business and cultureāand take the next step in your career with a global leader in workforce solutions.
Responsibility
- Lead and supervise a team of outbound call centre agents, ensuring high performance and adherence to company policies.
- Develop and implement strategies to improve call quality, conversion rates, and customer satisfaction.
- Monitor and analyze KPIs (e.g., call volume, response times, resolution rates) to drive continuous improvement.
- Conduct regular coaching, training, and performance reviews for team members.
- Collaborate with cross-functional teams to align outbound campaigns with business objectives.
- Resolve escalated customer issues and provide guidance to agents on complex inquiries.
- Ensure compliance with data protection regulations and industry standards.
- Foster a positive, motivating work environment to boost team morale and productivity.
Qualifications
- Proven experience (3+ years) in a call centre supervision or team leadership role, preferably in outbound operations.
- Strong knowledge of call centre metrics, CRM systems, and performance tracking tools.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Ability to analyze data and generate actionable insights for process optimization.
- Proficiency in English (written and verbal); additional languages are a plus.
- Demonstrated ability to train, mentor, and motivate teams in a high-pressure environment.
- Familiarity with compliance standards in customer service (e.g., GDPR, local regulations).
- Bachelorās degree in Business, Communications, or a related field (or equivalent experience).