Operations Team Lead

Concentrix (Indonesia) (Surakarta, Central Java, Indonesia)

Central Java, อินโดนีเซีย

We create game-changing customer journeys that help brands grow, across the world and into the future. We understand customers better than anyone else can. Within billions of data-points, our engineers find and harness the insight to craft experiences that touch hearts and move markets. We believe in creating experiences that go beyond Wow; combining human talent with artificial intelligence to design, build and run truly integrated customer journeys, at scale, across the entire enterprise. Whether you’re a small company with big ideas or a leading global brand, we’re not just your next-door neighbor, we’re everyone’s, everywhere. It doesn’t matter if your customer journey spans channels, technology, or even oceans – we’ve got you covered. We’re behind the scenes of the brands you rely on every day. So chances are, we’ve already met!

เกี่ยวกับตำแหน่งนี้

Team Leader Operations is responsible for supervising a group of Contact Center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability.

หน้าที่รับผิดชอบ

• Effectively coach direct reports on their performance regularly to ensure performance metrics are achieved at a minimum weekly
• Identify performance-related issues, develop an action plan for improvement, and implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’) and financial expectations
• Manage key business metrics like SLAs and CSAT, Handling Escalations
• Run reports & conduct a thorough analysis of SLA misses
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies, and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

คุณสมบัติ

• Minimum Bachelor's Degree in any field
• At least 1 year of experience managing a team of agents for Content Moderation.
• Should be willing to work with shifting along with the team in customer business time.
• Excellent oral and written communication skills.
• Ability to lead the team in multi-tasking, prioritization, and meeting timelines on deliverable
• Overall, a good team player should be willing to learn and drive to achieve.
• Practice and focus on Metrics.
• Good Excel skills and Reporting knowledge
• Should be able to drive Continuous Improvement in the process.
• Demonstrated Fluency in English and local Language
• Willing to be placed in Solo.