job description
Are you a dynamic leader with a passion for driving operational excellence in a fast-paced contact center environment? Nezda Technologies is seeking an experienced Team Lead | Supervisor to join our team in Bali. In this role, you will oversee call center operations, ensure adherence to service level agreements (SLAs), and lead a team of customer service professionals to deliver exceptional results.
As a Team Lead, you will play a pivotal role in optimizing processes, improving efficiency, and fostering a culture of continuous improvement. You will work closely with cross-functional teams to resolve operational challenges, ensure accurate reporting, and drive customer satisfaction. This is a fantastic opportunity to take your career to the next level with a leading BPO company offering competitive compensation and a collaborative work environment.
If you are a results-driven professional with strong leadership skills and a proven track record in contact center operations, we want to hear from you! Apply now and start your journey with Nezda Technologies.
Responsibility
- Oversee daily call center operations to ensure smooth and efficient service delivery.
- Monitor and enforce adherence to SLAs and key performance indicators (KPIs).
- Lead, mentor, and develop a team of customer service representatives to achieve performance targets.
- Identify process improvements and implement strategies to enhance operational efficiency.
- Ensure accurate and timely reporting of performance metrics to senior management.
- Resolve escalated customer issues and operational challenges in a timely manner.
- Collaborate with other departments to streamline workflows and improve customer experience.
- Conduct regular performance reviews and provide constructive feedback to team members.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field.
- Proven experience in a supervisory or team lead role within a BPO or contact center environment.
- Strong leadership and team management skills with the ability to motivate and inspire teams.
- Excellent communication and interpersonal skills.
- Proficiency in call center technologies and CRM systems.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Strong problem-solving skills and the ability to handle high-pressure situations.
- Flexibility to work in shifts and adapt to changing business needs.