Deskripsi Pekerjaan
Are you an experienced leader passionate about delivering exceptional customer experiences? IBM is seeking a dynamic Contact Center Team Lead to join our team in the bustling Eastwood Libis district. In this pivotal role, you will be responsible for steering your team toward operational excellence while fostering a supportive and engaging work environment. We are looking for a leader who can balance strategic oversight with hands-on coaching to drive performance and ensure high levels of customer satisfaction.
As a Team Lead at IBM, you will serve as the bridge between upper management and front-line agents. Your expertise will be crucial in managing team performance, optimizing resources, and ensuring strict compliance with company policies. You will lead by example, driving engagement and development initiatives that not only meet but exceed our rigorous service standards. If you thrive in a fast-paced, target-oriented setting and are ready to make a significant impact on our customer service operations, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and coach a diverse team of Contact Center Representatives to maximize individual and team performance.
- Monitor key performance indicators (KPIs) such as Average Handle Time (AHT), First Contact Resolution (FCR), and Quality Assurance scores.
- Conduct regular team meetings, one-on-one performance reviews, and training sessions to drive professional development.
- Manage shift scheduling, resource allocation, and attendance to ensure optimal coverage and workflow efficiency.
- Handle complex customer escalations and resolve critical issues to maintain high CSAT scores.
- Ensure strict adherence to compliance regulations, quality standards, and company protocols.
- Collaborate with cross-functional teams to identify process improvements and enhance the overall customer journey.
Kualifikasi
- Bachelor's degree in any field or equivalent work experience.
- Minimum of 2-3 years of experience in a Customer Service or Call Center environment.
- Proven experience in a Team Lead, Supervisory, or Management role.
- Excellent verbal and written communication skills with a customer-centric approach.
- Strong problem-solving abilities and the capacity to make sound decisions under pressure.
- Proficiency in using CRM software, call center tools, and Microsoft Office Suite.
- Ability to work flexible shifts, including nights, weekends, and holidays as required.