Customer Support Group Lead – Indonesia
to be added
Job Responsibilities:
• Supervise and monitor the daily activities of contact center agents.
• Ensure service quality standards and operational KPIs are consistently met.
• Analyze performance data and operational metrics to improve efficiency and service quality.
• Prepare, review, and confidently present reports on agent performance, quality scores, and team productivity.
• Conduct quality control reviews and provide structured feedback to the team.
• Handle incoming customer interactions and manage escalated cases when required.
• Develop and implement process improvements to optimize workflows and team efficiency.
• Motivate, coach, and guide team members to improve performance and engagement.
• Train, onboard, and support newly hired contact center agents.
• Answer staff questions and provide guidance, feedback, and ongoing support.
• Assist in resolving customer appeals, complaints, and complex cases.
• Minimum 2 years of supervisory or team leadership experience in a contact center or customer support environment.
• Strong analytical skills with the ability to interpret metrics and identify efficiency improvements.
• Able to prepare and deliver presentations confidently to management and stakeholders.
• Proficient in Google Sheets, Microsoft Excel, and Microsoft Word.
• Strong verbal and written communication skills.
• Fluent in English and Bahasa Indonesia; proficiency in Bahasa Malaysia is an added advantage.
• Confident PC user with experience in customer support systems and reporting tools.
• Willingness to travel if required.
• Able to work in a fast-paced, shift-based environment.
to be added
• Supervise and monitor the daily activities of contact center agents.
• Ensure service quality standards and operational KPIs are consistently met.
• Analyze performance data and operational metrics to improve efficiency and service quality.
• Prepare, review, and confidently present reports on agent performance, quality scores, and team productivity.
• Conduct quality control reviews and provide structured feedback to the team.
• Handle incoming customer interactions and manage escalated cases when required.
• Develop and implement process improvements to optimize workflows and team efficiency.
• Motivate, coach, and guide team members to improve performance and engagement.
• Train, onboard, and support newly hired contact center agents.
• Answer staff questions and provide guidance, feedback, and ongoing support.
• Assist in resolving customer appeals, complaints, and complex cases.
• Minimum 2 years of supervisory or team leadership experience in a contact center or customer support environment.
• Strong analytical skills with the ability to interpret metrics and identify efficiency improvements.
• Able to prepare and deliver presentations confidently to management and stakeholders.
• Proficient in Google Sheets, Microsoft Excel, and Microsoft Word.
• Strong verbal and written communication skills.
• Fluent in English and Bahasa Indonesia; proficiency in Bahasa Malaysia is an added advantage.
• Confident PC user with experience in customer support systems and reporting tools.
• Willingness to travel if required.
• Able to work in a fast-paced, shift-based environment.
to be added
