Deskripsi Pekerjaan
Join Beehive BPO as a Customer Support Team Leader and drive exceptional customer experiences through your leadership and operational expertise. We're seeking a dynamic individual to oversee our first-line support team, ensuring seamless handling of customer inquiries and fostering a culture of excellence. In this onsite role, you'll be instrumental in optimizing team performance, implementing best practices, and enhancing service quality metrics. Your strategic approach to team management will directly impact customer satisfaction and retention, making this a pivotal position in our organization.
As a key leader in our customer service division, you'll collaborate with cross-functional teams to resolve complex issues, develop training programs, and maintain compliance with service standards. This opportunity offers a chance to shape the future of our support operations while advancing your career in a fast-paced BPO environment. If you're passionate about customer advocacy and team development, Beehive BPO provides the platform to excel and grow professionally.
Tanggung Jawab
- Lead daily operations of the first-line support team to ensure efficient customer contact handling
- Monitor and analyze team performance metrics (e.g., response times, resolution rates, CSAT)
- Implement coaching programs to enhance agent skills and service quality
- Manage escalations and resolve complex customer issues requiring supervisor intervention
- Develop and maintain standard operating procedures for support workflows
- Collaborate with HR for recruitment, training, and performance management
- Prepare regular reports on team performance and customer feedback trends
- Foster a positive team culture aligned with company values and goals
Kualifikasi
- Minimum 3 years of experience in customer service with at least 1 year in a leadership role
- Proven track record of managing support teams in a call center/BPO environment
- Strong analytical skills with ability to interpret performance data and drive improvements
- Excellent communication and interpersonal skills with ability to motivate teams
- Proficiency in CRM systems and support tools (e.g., Zendesk, Salesforce)
- Ability to work under pressure while maintaining service quality standards
- Bachelor's degree in Business, Communications, or related field preferred
- Experience in training and developing customer service personnel