Responsibilities:
- Provide mentoring, coaching, and direction to team members (of approximately 15-25 members);
- Handle client inquiries and provide appropriate solutions and alternatives within the time limits to ensure resolution;
- Lead team members, foster their professional development and growth via effective coaching and proactive communication, and enhance teamwork and cooperation;
- Follow communication procedures, guidelines, and policies;
- Subject Matter Expert to all operations functions (People, Performance, Process);
- Responsible for ensuring and achieving all Service Level Agreements (SLA) and contractual Key Performance Indicators (KPIs);
- Set goals for individual and team levels and ensure to achieve targets;
- Manage team scorecard performance and retention goals;
- Identify performance-related issues, develop Corrective Action - Preventive Action (CAPA) plan for improvement, and demonstrate proactive approaches in any situation;
- Be able to report on data or team and/or team members performance, and overall condition/state to immediate supervisor proactively and as needed.
- Manage team schedules and staffing levels in compliance with the organization policy
Key Skills and Experience:
- Bachelor's Degree or Higher in any relevant field
- 1 year experience in BPO service (customer care - moderation - service analysis)
- Has at least 6 months of experience in people management and leadership
- Strong English communication skills, both oral and written (B2 Level)
- Flexible to work different shifts, including evenings, Public Holidays, and weekends
- Ability to handle difficult and escalated customer situations
- Strong problem-solving and decision-making abilities
- Ability to work in a fast-paced and dynamic environment
- Stays updated and is interested on social-media trends
- Must be able to have a deep understanding of platform policies, and the ability to handle sensitive content with empathy and resilience
- Willing to work on weekend and public holiday
- Able to work on shifting schedules including night shifts
- Willing to be placed in Denpasar, Bali (Full WFO)
Benefit:
- Attractive basic salary
- Allowance (attendance, transportation, overtime, and public holiday)
- Mental Health Care service (on site Psychologist and mental health application)
- BPJS Kesehatan
- BPJS Ketenagakerjaan
- Private Health Insurance
- Monthly internal events
- Paid leave
- Career path
Working Environment
- International, fun, and professional working environment:
- Working closely with experienced foreign experts;
- Free drinks (coffee, mineral water, etc.)
- Training and career development opportunities;
- Sport activities and game room.
Working Location: Imam Bonjol No 502, West Denpasar, Bali
