Contact Centre Team Leader - Australia Account (Morning Shift)

Join Outsourcey as a Contact Centre Team Leader for our Australia-based account in a dynamic morning shift role. This is a unique opportunity to lead a high-performing customer service team while working in the vibrant locations of Bali, where you'll enjoy a perfect blend of work and leisure. Based in Canggu, you'll be part of a team that handles customer interactions for our Australian clients, ensuring their needs are met with excellence.

In this role, you'll manage a team of customer service representatives, overseeing daily operations, training, and performance metrics. You'll use tools like Zendesk, Slack, and Microsoft Teams to streamline communication and ensure smooth operations. This position offers professional growth and the chance to work in a supportive, fast-paced environment.

📋 Tanggung Jawab Pekerjaan

• Lead and manage a team of customer service representatives, ensuring high-quality service delivery.
• Monitor and improve customer service performance metrics using tools like Zendesk and Slack.
• Develop and implement training programs to enhance team skills and knowledge.
• Coordinate with Australian clients to understand their needs and ensure their service level agreements are met.
• Resolve escalated customer issues and provide solutions to maintain customer satisfaction.
• Conduct regular team meetings to discuss performance, provide feedback, and address any concerns.
• Stay updated with industry trends and best practices in customer service.
• Ensure compliance with company policies and procedures.

🎓 Kualifikasi & Syarat

• Minimum 5 years of experience in a leadership role within customer service or contact centre.
• Proven experience in managing teams and improving performance metrics.
• Strong understanding of customer service best practices and industry standards.
• Excellent communication and interpersonal skills.
• Fluency in English, both written and spoken.
• Certification in customer service management or a related field is a plus.
• Proficiency in using CRM tools like Zendesk and communication platforms like Slack and Microsoft Teams.
• Ability to work in a fast-paced, dynamic environment.

🛠️ Keahlian

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