Deskripsi Pekerjaan
Join Coforge as a Team Leader - Individual Contributor and drive excellence in our Australian client operations. This hybrid role combines leadership responsibilities with hands-on execution, allowing you to mentor team members while directly contributing to key initiatives. You'll lead a dynamic customer service team focused on delivering exceptional experiences, optimizing processes, and achieving performance targets in a fast-paced BPO environment. Coforge offers a collaborative culture, competitive benefits, and opportunities for professional growth in a global IT services leader.
We're seeking a results-driven professional who thrives in leadership roles while maintaining an individual contributor mindset. You'll be instrumental in bridging the gap between team management and hands-on execution, ensuring seamless service delivery for our Australian clientele. This position is ideal for experienced leaders who want to make a tangible impact while advancing their career in customer service excellence.
Tanggung Jawab
- Lead, mentor, and develop a team of customer service representatives to achieve performance targets
- Monitor team performance metrics and implement improvement strategies
- Handle escalated customer issues with professionalism and problem-solving skills
- Develop and optimize workflows for efficient service delivery
- Conduct regular coaching sessions and performance reviews
- Collaborate with cross-functional teams to enhance service quality
- Ensure compliance with AU client standards and SLAs
Kualifikasi
- Bachelor's degree in Business, Management, or related field
- 3+ years in customer service leadership roles
- Proven experience managing teams in BPO/call center environments
- Strong analytical skills with data-driven decision making
- Excellent communication and interpersonal abilities
- Experience with AU market customer service standards preferred
- Certification in team leadership or project management (advantageous)