Team Leader Operations - Indonesian (Call Center Project)

Responsibilities:

• Managing a team of 20 to 25 employees.
• To understand the complete process and its SLA.
• Ability to understand the CTQ parameters that affect the process and work on them.
• Ability to gauge the caliber of agents and train them accordingly.
• Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency.
• Ensure that the internal/external targets are met and the team shows continual improvement month on month.
• The role holder will be accountable for self-performances of the team he is aligned to.
• Communicate effectively with the client to resolve issues and disseminate updates on the floor.
• Ability to achieve stretch targets and take decisions as well as manage complex/ difficult employee situations .     
• To lead a team's available resources in order to deliver a quality service to customers in line with agreed service standards.
• Ensure feedback for the process/Continuous Process improvement.
• Participate in client call, calibration calls.
• Maintain self-knowledge of product by self-productivity, audit team work on quality parameters.

Additional Requirements :

• Excellent verbal and written communication skills.
• Good command in English and Indonesian language
• Should be willing to work in shifts along with the team in customer business time.
• Overall should be a good team player with willingness to learn and drive to achieve.
• Good Excel skills and Reporting knowledge.
• Should be able to drive Continuous Improvement in process.
• Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months
• Awareness on SLA/SLO Metrics.
• People Management Skills.

More details, please contact: ID Line : pparrk - K. Park