CX OTA Team Leader

PT Transcosmos Indonesia, a joint venture between Transcosmos Inc. and CBN (a member of the Salim Group), is a Global Digital Transformation Partner in Customer Experience Solutions and Digital Marketing Solutions.

Why Join Us?

Our goal is to foster a culture of excellence while shaping a thriving company. We provide a competitive compensation package and ample opportunities for career growth. We believe in giving every employee a fair chance to contribute to our success and to unlock their full potential.

Job Description :

This is an on-site contract role as a Team Leader located in Semarang. As Team Leader you will be responsible for :

• Lead the team to achieve performance targets, ensuring efficiency and productivity in daily operations

• Conduct briefings and ensure agents follow the briefings and provide information about weekly achievements and development plans

• Drive engaging customer centric culture that celebrate ownership, initiative and pride for the company

• Manage team schedules and resources effectively to meet operational requirements

• Ensure adherence to processes, policies and procedures in providing quality and consistent service delivery

• Carry out calibration with Quality Analyst (QA) periodically with the aim of ensuring equal parameters between the team leader and company’s internal CQA

• Prepare reports and analyse data to monitor team performanceIdentifying areas for improvement and implement action plans

• Maintaining a service mind-set by prioritizing client needs and consistently delivering exceptional service
  

Qualifications :

• Indonesian citizen with Minimum Diploma in any related field with GPA min 2.75 preferred

• Experienced as Team Leader in contact centre industry, ever handle OTA project preferred

• Possess good leadership and knowledge to lead a teamAble to address objectionable or disturbing contents

• Able to communicate effectively to all internal and external customers through written and verbal communication

• Able to coach, guide and update team members on consistent basis on any changes, updates etc

• Fluent in English both speaking and writing

• Ready to work on shifting

• Willing to be placed in Semarang
  

Note : The job description has been gender-neutral and does not discriminate on the basis of gender, race, ethnicity, religion, or any other characteristic.

Life At TCID

With our commitment to ensuring employee comfort at TCID, here are some of the benefits we offer:

• Fulfilling Career

• Professional Growth

• Work-Life Balance (Variety of Sports Activities, Wellness Programs, etc.)

• Growing Culture

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