Job description for Team Leader Customer Service at PT. Kreatifitas Sinergisme Teknoindo
This role acts as the KST representative and people-performance owner for the CS team, ensuring alignment between client requirements, employee performance, development, and KST standards.
Key Responsibilities:
1. Team Performance Management
- Monitor CS daily performance, productivity, quality, attendance, and discipline.
- Review performance against project-specific KPIs and daily targets.
- Identify performance gaps early and take corrective action before issues escalate.
- Conduct regular 1-on-1 and performance check-ins with CS team members.
- Maintain performance records and provide data-based performance updates to management.
- Ensure employees understand what is expected from them and how their performance is measured.
2. Client & Operational Management
- Act as the primary KST contact for operational and people-related matters concerning the CS team.
- Maintain regular communication with the client regarding team performance, workload, and development.
- Clarify client expectations, priorities, and changes in operational requirements.
- Ensure client feedback is translated into clear actions for the CS team.
- Manage escalations related to employee performance and operational issues.
- Challenge or clarify client feedback when necessary and ensure performance decisions are supported by clear evidence.
3. Employee Development & Coaching
- Conduct structured coaching for CS employees based on identified performance gaps.
- Identify individual development needs and create practical improvement actions.
- Provide additional guidance to employees who are struggling to meet expectations.
- Monitor progress of employees under an Improvement Plan.
- Identify high-potential employees and prepare them for broader responsibilities.
- Build a culture of ownership, proactivity, accuracy, and continuous improvement.
4. Probation & New Employee Management
- Ensure every new CS employee understands role expectations, KPIs, and success criteria from Day 1.
- Monitor new employees during their first 90 days.
- Conduct and document structured 30/60/90-day performance reviews.
- Establish early warning status: Green / Yellow / Red.
- Initiate coaching or improvement actions for Yellow/Red employees.
- Provide evidence-based recommendations regarding probation continuation or completion.
- Conduct Root Cause Analysis for employees who fail probation to identify whether the issue comes from hiring, onboarding, training, performance, or role fit.
5. Recruitment & Selection Support
- Participate in client interviews and final candidate assessment.
- Support HR in designing and conducting CS job simulations/case studies.
- Provide feedback on candidate suitability based on operational requirements.
- Identify recurring hiring gaps from probation failures and recommend improvements to the recruitment process.
6. Process & Quality Improvement
- Identify recurring errors, bottlenecks, and productivity issues within CS operations.
- Develop and maintain practical SOPs, checklists, and working guidelines together with the client.
- Ensure CS employees follow agreed processes and quality standards.
- Analyze recurring performance issues and propose preventive solutions.
- Capture lessons learned and convert them into training or process improvements.
- Continuously improve the CS team's productivity and quality.
7. Reporting & Business Acumen
- Provide management with data-driven reporting, not only activity updates.
- Monthly reporting should cover:
- Headcount & manpower status
- Productivity / target achievement
- Quality / error rate
- Attendance & discipline
- Client feedback
- Employee development progress
Requirements
- Diploma/Bachelor's degree in any field.
- Minimum 2–3 years of experience in Team Leader CS, Supervisor CS, or similar role (MUST)
- Able to communicate effectively in English with clients (MUST)
- Experience managing or coordinating a team is preferred.
- Strong communication and interpersonal skills.
- Good problem-solving and analytical skills.
- Proactive, detail-oriented, and strong sense of ownership.
- Able to manage performance and provide constructive feedback.
- Comfortable working with targets, KPIs, and performance data.
