Business Process Outsourcing Team Leader

Join IntouchCX as a Business Process Outsourcing Team Leader and take the helm of a dynamic team in Bali’s thriving outsourcing sector. This role is perfect for a results-driven leader passionate about fostering team growth, optimizing operational efficiency, and delivering exceptional customer experiences. Based in Bali, you’ll be part of a vibrant team working on diverse projects for international clients, leveraging tools like Salesforce, ServiceNow, and other industry-standard software.

As a Business Process Outsourcing Team Leader at IntouchCX, you’ll lead a team of 5-7 dedicated professionals, each with their own set of skills and expertise. Your daily tasks will include coordinating workflows, implementing process improvements, and ensuring seamless communication between your team and our clients. You’ll work closely with project managers, quality assurance specialists, and other stakeholders to deliver high-quality services that meet and exceed client expectations.

This is an exciting opportunity to grow your career in a supportive and innovative environment. With competitive benefits and a chance to work on a variety of projects, you’ll have the tools and support you need to thrive. Join us and be part of a team that values collaboration, continuous learning, and delivering outstanding results.

📋 Tanggung Jawab Pekerjaan

• Lead a team of 5-7 Business Process Outsourcing agents, providing guidance, mentorship, and performance coaching.
• Coordinate and manage daily workflows, ensuring smooth operations and adherence to service level agreements (SLAs).
• Implement process improvements and best practices to enhance operational efficiency and customer satisfaction.
• Monitor and analyze team performance metrics, identifying areas for improvement and implementing corrective actions.
• Collaborate with project managers and quality assurance specialists to ensure high-quality service delivery.
• Stay updated with industry trends and emerging technologies, incorporating relevant innovations into team processes.
• Ensure compliance with company policies, regulations, and best practices.
• Foster a positive and productive team culture, promoting open communication and continuous learning.

🎓 Kualifikasi & Syarat

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in a leadership role within the Business Process Outsourcing (BPO) industry.
• Proven track record of successfully leading and managing teams in a BPO environment.
• Strong understanding of BPO processes, including customer service, technical support, and back-office operations.
• Experience with BPO tools and software, such as Salesforce, ServiceNow, and other industry-standard platforms.
• Excellent communication, interpersonal, and negotiation skills.
• Ability to analyze data and make data-driven decisions.
• Strong problem-solving and decision-making skills.

🛠️ Keahlian

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