job description
Join Sagility as a PHRN Team Leader in the heart of Bali and lead a dynamic customer service team in delivering exceptional support. This role is perfect for a proactive professional with a passion for team management, employee engagement, and operational excellence in a fast-paced call center environment.
As a PHRN Team Leader, you will play a pivotal role in bridging the gap between HR and frontline agents, ensuring smooth communication of team updates, addressing agent concerns, and fostering a positive work culture. Your leadership will drive team performance, enhance customer satisfaction, and contribute to the overall success of our global client operations.
Based in Bali’s vibrant locations—Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung—you’ll enjoy a unique work-life balance while advancing your career in an international setting. Sagility offers competitive compensation, professional growth opportunities, and a collaborative work environment.
Responsibility
- Lead and mentor a team of customer service agents, ensuring high performance and adherence to company policies.
- Act as the primary liaison between HR and the team, communicating resignations, grievances, and other agent concerns promptly and professionally.
- Monitor team KPIs, including call quality, resolution rates, and customer satisfaction, and implement improvement strategies.
- Conduct regular team meetings, one-on-one coaching sessions, and performance reviews to foster development.
- Collaborate with cross-functional teams to streamline processes and enhance operational efficiency.
- Resolve escalated customer issues and provide guidance to agents on complex inquiries.
- Maintain accurate records of team performance, attendance, and disciplinary actions.
- Promote a positive and inclusive work environment, aligning with Sagility’s core values.
Qualifications
- Bachelor’s degree in Human Resources, Business Administration, or a related field.
- Minimum of 3 years of experience in a call center or customer service environment, with at least 1 year in a leadership role.
- Strong understanding of HR processes, employee relations, and performance management.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Proven ability to analyze data, identify trends, and implement actionable solutions.
- Proficiency in CRM systems, Microsoft Office, and call center software.
- Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced setting.
- Fluency in English (written and verbal) is required; additional languages are a plus.