Team Leader Contact Center (Banking)

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.

Responsibilities:

- Monitoring Contact center operations and coordinating to maintain KPI achievement according to SLA.

- Make reports on customer complaints and follow-up actions on customer complaints.

- Coaching, training, and monitoring Contact Center Agents to improve quality, productivity, and customer satisfaction.

- Analyze and assess the performance of the Contact Center Agent.

- Identifying areas for improvement and implementing action plans.

Requirements:

- Minimum D3 in any major (GPA 2.75 or higher is preferred).

- Min. 1 year experience as Team Leader in contact center banking industry.

- Proficient problem-solving abilities to identify root causes and to identify the decision making possibilities.

- Proficient in using Contact Center tools, CRM systems, reporting dashboards, and Microsoft Office (Excel, PowerPoint).

- Ready to work on shifting 24 hours.

- Willing to work immediately.

- Willing to be placed in Tanah Abang, Central Jakarta.

Kindly submit your application through link below:

bit.ly/HiringJKT-Transcosmos

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