Deskripsi Pekerjaan
Join Private Advertiser as a Team Lead for an Australian-based account and elevate your leadership career in the dynamic BPO sector. We're seeking a driven professional to manage a high-performing contact center team supporting Senior Partners and Client Partners. This role offers the opportunity to drive operational excellence, foster team development, and deliver exceptional customer experiences in a fast-paced environment. With a competitive compensation package and growth opportunities, this position is ideal for experienced leaders ready to make a significant impact.
As Team Lead, you'll bridge the gap between client expectations and team execution while maintaining service quality standards. You'll collaborate with cross-functional teams to implement process improvements and ensure seamless operations. The role requires a strategic thinker with hands-on experience in BPO settings, particularly for international accounts. Private Advertiser values innovation and employee development, making this an ideal platform for professionals seeking career advancement in the contact center industry.
Tanggung Jawab
- Lead, mentor, and motivate a team of contact center representatives to achieve performance targets
- Monitor and analyze team metrics including call handling times, resolution rates, and customer satisfaction scores
- Handle escalated customer issues and provide solutions for complex client inquiries
- Develop and implement training programs to enhance team skills and service quality
- Collaborate with Australian-based clients to understand requirements and service expectations
- Ensure compliance with company policies and industry regulations
- Identify process improvements to enhance operational efficiency and team performance
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 2 years of team leadership experience in BPO or contact center environment
- Proven track record of meeting performance targets and managing KPIs
- Strong knowledge of contact center technologies and CRM systems
- Excellent communication skills with ability to interact with diverse stakeholders
- Experience supporting Australian accounts or international clients preferred
- Ability to work in rotating shifts including weekends and holidays