Team Leader Operations

About the role

A leading BPO service company based in Tangerang is currently recruiting for two priority roles: Field Supervisor and Call Center Business Trainer for call center operations. The Trainer position is a Call Center Business Trainer role, responsible for training customer service agents on business workflows, product knowledge, and service-related skills.

Key responsibilities

Team Leader:

• Lead and oversee the daily operations of the call center customer service team

• Manage daily shift schedules, handle employee-related matters, and oversee team attendance and overtime arrangements

• Communicate with the head office and clients, monitor project progress, and report on team operational data (KPIs, SLAs, CSAT, etc.)

• Assist in resolving complex customer complaints and maintain consistent service quality across the team

• Collaborate with the QA and Training teams to identify agent performance gaps and implement corrective interventions

Employee Trainer:

• Conduct onboarding for new hires, provide product and process training, facilitate skill-sharing sessions, and offer regular performance coaching for frontline agents

• Identify common agent challenges, propose quality improvements, and monitor progress following training interventions

• Design and update training modules and job aids in alignment with project business requirements

• Conduct Training Needs Analysis (TNA), evaluate the effectiveness of training programs, and compile training outcome reports

• Collaborate with Field Supervisors to understand real-world operational challenges and adjust training content accordingly

About you

• Minimum of a three-year diploma (D3) or a higher-level degree

• Proficient in using Windows-based office software

• Strong verbal and written communication skills in Indonesian

• Proficiency in basic English is an added advantage

• Resilience under pressure, strong communication skills, conflict resolution abilities, and emotional self-regulation

• Willing to work in shifts as required by project needs

• Minimum of 2 years of experience as a Supervisor/Team Leader in a call center or BPO environment (for Team Leader role)

• Proficient in call center operations, shift management, KPIs, SLAs, and CSAT (for Team Leader role)

• Minimum of 2 years of experience as a Trainer in a call center or BPO environment (for Employee Trainer role)

• Experienced in developing training modules and conducting Training Needs Analysis (TNA) (for Employee Trainer role)

Benefits

• Competitive monthly salary, commensurate with work experience

• Mandatory social security coverage (BPJS Ketenagakerjaan and BPJS Kesehatan)

• Professional skills training and internal management development

• Transparent internal promotion pathways for management-track employees

• Comfortable office environment, meal allowances, overtime pay, and holiday allowances