job description
Are you a dynamic leader with a passion for driving excellence in customer service and BPO operations? Work Avenue And Business Solutions Incorporated is seeking an experienced Team Lead to join our growing team in Bali, Indonesia (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung). This is an exciting opportunity to lead a high-performing team, optimize processes, and deliver exceptional customer experiences while enjoying the vibrant culture and lifestyle of Bali.
As a Team Lead, you will play a pivotal role in managing a team of customer service representatives, ensuring operational efficiency, and maintaining high standards of service delivery. You’ll collaborate with cross-functional teams to implement best practices, drive performance metrics, and foster a positive work environment. If you thrive in a fast-paced BPO environment and are ready to take your leadership skills to the next level, we want to hear from you!
This onsite, full-time role offers a competitive salary of ₱28,000 – ₱31,000 per month, along with opportunities for professional growth and development. Join us in Bali and be part of a company that values innovation, teamwork, and customer-centric solutions.
Why Work With Us?
- Lead a talented team in a supportive and collaborative work environment.
- Opportunities for career advancement and skill development.
- Work in one of the world’s most desirable locations—Bali!
- Competitive salary and performance-based incentives.
- Be part of a company that prioritizes customer satisfaction and operational excellence.
Responsibility
- Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and deliver exceptional service.
- Monitor and evaluate team performance, providing regular feedback and coaching to drive continuous improvement.
- Develop and implement strategies to enhance operational efficiency, reduce response times, and improve customer satisfaction scores.
- Collaborate with cross-functional teams (e.g., training, quality assurance, operations) to align processes and achieve business goals.
- Handle escalated customer inquiries and resolve complex issues with professionalism and empathy.
- Prepare and present performance reports, including KPIs, metrics, and actionable insights to senior management.
- Ensure compliance with company policies, industry regulations, and service level agreements (SLAs).
- Foster a positive team culture by organizing team-building activities and recognizing top performers.
Qualifications
- Minimum of 2-3 years of experience in a leadership role within a BPO, call center, or customer service environment.
- Proven track record of managing and developing high-performing teams.
- Strong communication skills in English, both written and verbal (additional languages are a plus).
- Excellent problem-solving abilities and a customer-first mindset.
- Proficiency in using CRM systems, workforce management tools, and Microsoft Office Suite.
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Bachelor’s degree in Business Administration, Communications, or a related field is preferred but not required.