Customer Service Team Leader

About the Role

In this role, you will be responsible for leading and coordinating the day-to-day Customer Service operations to ensure excellent service delivery and customer satisfaction. This includes managing Customer Service Agent schedules, workload distribution, and manpower planning, while ensuring compliance with service standards, operational procedures, and performance targets. You will play a key role in developing team capabilities, driving operational efficiency, and delivering a seamless customer experience aligned with the company's business objectives.

In this role, you will get to:

• Lead and coordinate daily Customer Service operations to ensure service quality and operational excellence.

• Manage Customer Service Agent schedules, load balancing, and manpower forecasting to ensure optimal workforce utilization.

• Monitor and drive team performance against key metrics, including Customer Satisfaction (CSAT), Service Level Agreement (SLA), First Response Time (FRT), Average Handling Time (AHT), and productivity.

• Ensure Customer Service Agents consistently comply with company SOPs, service standards, and customer communication guidelines.

• Analyze operational performance, customer feedback, and service trends to identify opportunities for continuous improvement.

• Prepare operational reports and provide recommendations to improve customer service performance and overall customer experience.

What You Will Need to Succeed

• Bachelor's degree in Business Administration, Management, Communication, or a related field.

• Minimum 3 years of experience in Customer Service, with at least 1 year of experience in a Team Leader or Supervisory role.

• Strong understanding of Customer Service Operations, Workforce Management (WFM), and Performance Management.

• Experience in agent scheduling, load balancing, and manpower forecasting.

• Proven experience managing customer service KPIs, including CSAT, SLA, FRT, AHT, and productivity.

• Strong leadership, coaching, and performance management skills.

• Excellent communication, stakeholder management, problem-solving, and decision-making abilities.

• Experience in the retail, e-commerce, or omnichannel customer service industry is highly preferred.

• Willing to work in a shift-based schedule, including weekends and public holidays, based on operational requirements.

• Willing to work on-site at PT Eigerindo MPI Head Office, Bandung.