job description
Are you a dynamic leader ready to elevate your career in the telecommunications sector? Concentrix is seeking a passionate Team Leader to join our high-performing team in Bali. This is your chance to lead a dedicated customer service team, drive operational excellence, and grow within a global industry leader.
At Concentrix, we prioritize your well-being and professional growth. Enjoy Day 1 HMO coverage, exclusive merchant discounts, and performance-based incentives in a collaborative and innovative environment. Whether you're based in Canggu, Ubud, or any of Bali's vibrant hubs, this role offers flexibility and impact.
As a Team Leader, you'll mentor agents, optimize workflows, and ensure exceptional service delivery for our telco clients. If you thrive in fast-paced settings and are committed to fostering team success, we want to hear from you!
Responsibility
- Lead and motivate a team of customer service representatives to meet and exceed KPIs.
- Monitor and improve team performance through coaching, feedback, and training.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Collaborate with cross-functional teams to resolve escalated customer issues.
- Analyze performance metrics and implement data-driven improvements.
- Foster a positive and inclusive team culture aligned with company values.
- Conduct regular team meetings and one-on-one sessions to address challenges.
- Stay updated on telco industry trends and product knowledge.
Qualifications
- Minimum 2 years of experience in a leadership role within a call center or customer service environment.
- Proven track record of achieving targets in a telco or BPO setting.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong analytical abilities to interpret performance data.
- Proficiency in CRM systems and Microsoft Office Suite.
- Ability to work flexible shifts, including weekends if required.
- Bachelor’s degree in Business, Communications, or related field (preferred).
- Fluency in English; additional languages are a plus.