job description
Are you a dynamic leader with a passion for driving team success in the BPO industry? HCLTech is seeking a Senior Team Leader to oversee our BPO Care Account operations in Bali. This is a fantastic opportunity to lead a high-performing team, ensure exceptional customer service, and contribute to the growth of a global leader in IT and business services.
As a Senior Team Leader, you will be responsible for managing daily operations, mentoring team members, and ensuring the delivery of top-tier customer support. Your leadership will be pivotal in maintaining operational excellence and fostering a collaborative work environment. If you thrive in fast-paced settings and are ready to make an immediate impact, this role is for you!
Join HCLTech and take the next step in your career in one of Bali’s most vibrant locations. Apply now and start ASAP!
Responsibility
- Lead and manage a team of customer service representatives, ensuring high performance and adherence to company standards.
- Monitor and improve team productivity, quality, and efficiency through regular coaching and feedback.
- Oversee daily operations, including call handling, issue resolution, and customer satisfaction metrics.
- Develop and implement strategies to enhance customer experience and operational workflows.
- Collaborate with cross-functional teams to address escalations and drive continuous improvement.
- Conduct performance reviews, identify training needs, and support career development for team members.
- Ensure compliance with company policies, industry regulations, and service-level agreements (SLAs).
- Generate reports and analyze data to provide insights and recommendations for process optimization.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 3 years of experience in a leadership role within a BPO or customer service environment.
- Proven track record of managing teams and achieving operational targets.
- Strong communication, interpersonal, and problem-solving skills.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to work in a fast-paced environment and handle multiple priorities.
- Familiarity with call center metrics and performance management techniques.
- Fluency in English; additional languages are a plus.