job description
Join Transcom, a global leader in customer experience solutions, as a Team Leader in our dynamic Bali-based operations. We are seeking passionate and driven individuals to lead our customer service teams in delivering exceptional service and driving operational excellence. This is a unique opportunity to grow your leadership skills in a supportive and innovative environment.
As a Team Leader, you will play a pivotal role in mentoring and motivating your team, ensuring high performance, and fostering a positive work culture. You will collaborate with cross-functional teams to achieve business goals and enhance customer satisfaction. If you are a natural leader with a knack for problem-solving and a commitment to excellence, we want you on our team!
Transcom offers a competitive salary, comprehensive training, and a vibrant work environment in the heart of Bali. Apply now and take the next step in your career with a company that values your growth and contributions.
Responsibility
- Lead and mentor a team of customer service representatives to achieve performance targets and deliver exceptional 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 other departments to resolve customer issues and improve overall service delivery.
- Conduct regular team meetings and training sessions to keep the team informed and motivated.
- Analyze performance metrics and implement strategies to improve team efficiency and customer satisfaction.
- Handle escalated customer complaints and ensure timely and effective resolution.
- Foster a positive and inclusive work environment that encourages teamwork and professional growth.
Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- Proven experience in a leadership role within a customer service or call center environment.
- Strong communication and interpersonal skills, with the ability to inspire and motivate a team.
- Excellent problem-solving and decision-making abilities.
- Proficiency in using customer service software and tools.
- Ability to work in a fast-paced environment and manage multiple tasks effectively.
- Fluency in English; additional languages are a plus.
- Commitment to continuous learning and professional development.