Call Center Team Leader - Customer Service Excellence in Bali

Join PT Danarta Anugrah Divina as a Call Center Team Leader in beautiful Bali and take the next step in your customer service career! This is a unique opportunity to lead a dynamic team, drive operational excellence, and ensure exceptional service delivery in a fast-paced environment. With a strong focus on customer satisfaction and operational efficiency, we are looking for a skilled and experienced professional to manage our call center team.

As a Call Center Team Leader at PT Danarta Anugrah Divina, you will be responsible for overseeing daily operations, training and developing your team, and implementing best practices to enhance customer service. Our call center handles a diverse range of inquiries and complaints, so your leadership and problem-solving skills will be crucial in maintaining high service standards.

PT Danarta Anugrah Divina is a reputable company with a strong commitment to quality and customer satisfaction. Located in Bali, our office provides a vibrant and supportive work environment. We offer competitive salaries, comprehensive benefits, and opportunities for professional growth and development.

📋 Tanggung Jawab Pekerjaan

• Oversee daily call center operations, ensuring high levels of customer satisfaction and service quality.
• Manage and mentor a team of 5-10 customer service representatives, providing training, coaching, and performance evaluations.
• Implement and monitor call center performance metrics, such as call resolution rates, customer satisfaction scores, and first call resolution rates.
• Develop and maintain standard operating procedures (SOPs) for call center operations, ensuring consistency and efficiency.
• Collaborate with cross-functional teams to address customer concerns and resolve issues promptly.
• Analyze call center performance data to identify trends, areas for improvement, and opportunities for process optimization.
• Ensure compliance with company policies, regulations, and industry best practices.
• Participate in team meetings and contribute to the development of the call center strategy.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 3 years of experience in a leadership role within a call center or customer service environment.
• Proven track record of successfully managing and developing a team of customer service representatives.
• Strong knowledge of call center software and tools, such as CRM systems, call tracking software, and analytics tools.
• Excellent communication, interpersonal, and negotiation skills.
• Ability to work well under pressure and meet tight deadlines.
• Fluency in both English and Bahasa Indonesia.
• Certification in customer service or related field is a plus.

🛠️ Keahlian

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