Team Leader Customer Service

Responsibilities

• Supervise daily operations and agent performance both on-site at the client's office in Jakarta and remotely for the Yogyakarta team.

• Maintain intensive communication with the client and internal BPO manager to ensure alignment and performance.

• Prepare and submit operational reports on an hourly, daily, weekly, and monthly basis.

• Create and manage agent and team leader shift schedules.

• Develop and support agents through regular briefing, coaching, and performance reviews.

Qualifications

• Minimum education: Diploma (D3) or Bachelor’s Degree (S1) in any field.

• Minimum 1 year of experience as a Team Leader Customer Service or Contact Center.

• Familiar with performance management.

• Comfortable working under direct supervision from the client.

• Strong analytical thinking and problem-solving skills.

• Proficient in Microsoft Excel for reporting and scheduling purposes.