Call Centre Supervisor (6-Month Contract)

Are you a dynamic leader with a passion for customer service and team development? PERSOL is seeking a motivated Call Centre Supervisor to join our team in Bali for a 6-month contract. In this role, you will oversee a high-performing survey operations team, ensuring exceptional customer service and driving operational excellence. With a vibrant and diverse workplace, PERSOL offers a unique opportunity to grow and develop your leadership skills in the beautiful city of Bali.

As a Call Centre Supervisor at PERSOL, you will manage a team of 10-15 agents, providing daily supervision, coaching, and mentoring. You will monitor call quality, handle customer complaints, and ensure the team meets and exceeds performance targets. This role requires a proactive and results-driven individual who can inspire and motivate their team to deliver outstanding service.

📋 Tanggung Jawab Pekerjaan

• Oversee daily operations of the call centre, ensuring smooth and efficient service delivery.
• Monitor and evaluate call quality, providing feedback and coaching to agents.
• Handle customer complaints and escalations, ensuring resolution within SLA.
• Manage and develop the team, providing training and mentoring to improve performance.
• Track and report key performance indicators (KPIs) to management.
• Ensure compliance with company policies and industry regulations.
• Collaborate with other departments to improve customer service and operational efficiency.
• Participate in team meetings and contribute to continuous improvement initiatives.

🎓 Kualifikasi & Syarat

• Minimum 3 years of experience as a Call Centre Supervisor or similar role.
• Proven track record of successfully managing and developing a call centre team.
• Strong leadership and communication skills, with the ability to inspire and motivate teams.
• Excellent analytical and problem-solving skills.
• Proficiency in using call centre software such as Genesys, Five9, or similar.
• Knowledge of customer service best practices and industry standards.
• Bachelor's degree in Business Administration, Communications, or related field.
• Fluency in English, both written and spoken.

🛠️ Keahlian

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