job description
Are you a dynamic leader with a passion for customer service excellence? Probe CX is seeking an experienced Team Leader to join our growing BPO team and oversee operations from the comfort of your home in Bali. This is a unique opportunity to lead a high-performing team while enjoying the flexibility of remote work in one of the world's most sought-after destinations.
As a Team Leader, you will play a pivotal role in driving team performance, ensuring exceptional customer experiences, and fostering a collaborative work environment. With a focus on dayshift hours, this role offers a balanced work-life dynamic, allowing you to thrive professionally while embracing the vibrant culture and lifestyle of Bali.
If you are a motivated individual with a proven track record in team leadership and customer service, we invite you to apply and take the next step in your career with Probe CX.
Responsibility
- Lead and mentor a team of customer service representatives to achieve performance targets and deliver outstanding service.
- Monitor and evaluate team performance, providing constructive feedback and coaching to enhance productivity and quality.
- Ensure adherence to company policies, procedures, and service level agreements (SLAs).
- Collaborate with cross-functional teams to resolve escalated customer issues and improve overall service delivery.
- Conduct regular team meetings, training sessions, and performance reviews to foster continuous improvement.
- Analyze performance metrics and implement strategies to optimize team efficiency and customer satisfaction.
- Maintain a positive and motivating work environment, promoting teamwork and professional growth.
- Act as the primary point of contact for team-related inquiries and escalations, ensuring timely resolution.
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.
- Strong interpersonal and communication skills, with the ability to inspire and motivate teams.
- Proven track record of achieving performance targets and driving team success.
- Excellent problem-solving and decision-making abilities.
- Proficiency in using CRM software and performance tracking tools.
- Ability to work independently and manage remote teams effectively.
- Fluency in English, both written and verbal.