RESPONSIBILITIES

• Ensure all agents are achieving their daily KPI’s in qualitative metrics.
• Monitor scoring KPI statistics.
• Isolate and identify areas of improvement on members performance.
• Monitor daily reports from the supervisor.
• Provide leadership, guidance, and support to the team members.
• Handle major incidents that cannot be resolved by agents.
• Accept and process special requests from customers as per SOPs.
• Manage recurring meetings with team(s) to review performance.
• Manage routing and payment method enablement as per available inventory defined by SOPs.
• Ensure all cases are solved within the required timeframe following the company’s SOPs.

REQUIREMENTS

1. Experiences/ Knowledge:

• Have 1+ year experienced as Customer Service Team Lead position.
• Have knowlegde of KPIs metric in CS Contact Center.
• Demonstrated problem-solving skills, strategic and analytical capabilities.
• Result-oriented, problem solver, analytical skill, and customer-focused.
• Disciplined and high motivated to motivate and encourage team for improvement.
• College Degree.
• Good at MS skill.
• Good at English both written and spoken.

2. Nice to have:

• Experience in Tourism/Hospitality/Aviation.
• Experience in BPO.

BENEFITS

• Attractive Salary and Benefits.
• Performance appraisals every year.
• Performance bonus twice a year.
• Various training on best practices and soft skills.
• Diverse careers opportunities with various industry and products.
• Company trip, big annual year-end party every year, team building, etc.