Operations Supervisor - Telco Account (Contact Center Leadership)

Join Teleperformance, a global leader in customer experience management, as an Operations Supervisor for our high-profile Telco Account in Bali. This is a unique opportunity to lead a dynamic contact center team while driving operational excellence and ensuring seamless customer interactions. In this role, you'll oversee daily operations, manage a team of 10-15 agents, and implement best practices to enhance customer satisfaction and operational efficiency.

At Teleperformance, we pride ourselves on fostering a culture of innovation and growth. Located in the vibrant city of Badung, Bali, our contact center is at the heart of our operations, handling a high volume of customer inquiries and support. This role offers a dynamic work environment with opportunities for professional development and career advancement.

📋 Tanggung Jawab Pekerjaan

• Oversee daily operations of the contact center, ensuring smooth and efficient service delivery.
• Manage a team of 10-15 agents, providing coaching, training, and performance feedback.
• Monitor and analyze quality assurance metrics to identify areas for improvement.
• Implement best practices and process improvements to enhance customer satisfaction and operational efficiency.
• Collaborate with cross-functional teams to resolve operational issues and ensure service level agreements are met.
• Ensure compliance with company policies, procedures, and industry regulations.
• Conduct regular team meetings and performance reviews to drive continuous improvement.
• Stay updated with industry trends and best practices to maintain a competitive edge.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in a supervisory or management role within the contact center or customer service industry.
• Proven experience in leading and managing a team of 10-15 agents.
• Strong knowledge of contact center operations, including call center management, quality assurance, and process improvement.
• Excellent communication and interpersonal skills, with the ability to motivate and inspire a team.
• Proficiency in using contact center software such as ACD, CRM, and QA tools.
• Certification in contact center management or a related field is a plus.
• Ability to work in a fast-paced, high-volume environment with a focus on customer satisfaction.

🛠️ Keahlian

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