Deskripsi Pekerjaan
Join Atain as a Team Leader and drive excellence in our hospitality-focused call center operations. This pivotal leadership role empowers you to inspire and guide a dynamic team toward exceeding performance targets while delivering exceptional customer experiences. You'll oversee daily operations, implement service excellence standards, and cultivate a high-performance culture that aligns with our commitment to hospitality industry values. The position requires strong English fluency to handle international clientele and complex service escalations. You'll play a crucial role in developing team capabilities through targeted coaching, performance analytics, and process optimization. This opportunity offers a unique blend of leadership development and industry-specific expertise in Yogyakarta's growing service sector.
Tanggung Jawab
- Lead, mentor, and motivate customer service teams to achieve performance metrics and service level agreements
- Oversee daily call center operations including scheduling, resource allocation, and quality assurance
- Implement performance improvement strategies through data analysis and coaching interventions
- Resolve escalated customer issues while maintaining high satisfaction and retention rates
- Develop and deliver targeted training programs to enhance team capabilities
- Foster collaborative team culture through recognition programs and skill development
- Collaborate with cross-functional teams to optimize service delivery processes
Kualifikasi
- Minimum 3 years call center leadership experience, preferably in hospitality sector
- Fluent English communication (written and spoken) with cross-cultural awareness
- Proven track record in achieving team performance targets and KPIs
- Strong analytical skills with experience in call center metrics and reporting
- Exceptional conflict resolution and customer relationship management abilities
- Proficiency in CRM systems and performance monitoring tools
- Bachelor's degree in Business Administration, Hospitality, or related field