job description
Join Full Potential BPO Inc. as a Team Manager in the vibrant heart of Bali and lead a high-performing customer service team to excellence. This pivotal role is your opportunity to drive operational efficiency, mentor talent, and deliver exceptional results in a dynamic, fast-paced environment.
As the backbone of our Pilot Wave project, you will oversee daily operations, ensure service quality, and foster a culture of collaboration and continuous improvement. With Bali’s inspiring work-life balance, this position offers not just a career but a lifestyle—where professional growth meets tropical serenity.
If you’re a natural leader with a passion for customer service and a track record of team success, we want to hear from you. Elevate your career in one of Southeast Asia’s most sought-after destinations while making a tangible impact on our global client portfolio.
Responsibility
- Lead, mentor, and motivate a team of customer service professionals to achieve KPIs and exceed client expectations.
- Monitor and analyze team performance metrics, implementing data-driven strategies for improvement.
- Develop and execute training programs to enhance agent skills, product knowledge, and service quality.
- Collaborate with cross-functional teams to streamline workflows and resolve escalated customer issues.
- Ensure adherence to company policies, compliance standards, and service-level agreements (SLAs).
- Foster a positive, inclusive work environment that encourages innovation and teamwork.
- Prepare and present regular performance reports to senior management with actionable insights.
- Identify process gaps and propose solutions to optimize efficiency and customer satisfaction.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field (or equivalent experience).
- Minimum of 3 years of experience in a team leadership role within a call center or BPO environment.
- Proven track record of meeting or exceeding performance targets in customer service or operations.
- Strong communication, interpersonal, and conflict-resolution skills.
- Proficiency in CRM systems (e.g., Zendesk, Salesforce) and Microsoft Office Suite.
- Ability to work flexible hours, including weekends or shifts, as required by business needs.
- Fluency in English (written and verbal); additional languages are a plus.
- Demonstrated problem-solving skills and a proactive approach to challenges.