Operations Team Leader (Remote - Bali, Indonesia)

Join Virtual Champs Global, a dynamic leader in customer service and call center operations, as our next Operations Team Leader! Based in the vibrant heart of Bali (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, Badung), you’ll lead a high-performing remote team while enjoying the island's unique culture and lifestyle. At Virtual Champs Global, we’re committed to delivering exceptional customer experiences, and your role is crucial in ensuring our operations run smoothly and efficiently.

As our Operations Team Leader, you’ll be responsible for overseeing daily operations, managing a team of 5-7 agents, and ensuring our call center meets and exceeds KPIs. You’ll work closely with our team to implement best practices, train new hires, and drive continuous improvement. With Virtual Champs Global, you’ll have the opportunity to grow your career in a supportive and innovative environment.

📋 Tanggung Jawab Pekerjaan

• Lead a team of 5-7 customer service agents, providing guidance, training, and mentorship.
• Oversee daily operations, ensuring smooth and efficient call center operations.
• Monitor and report on key performance indicators (KPIs) to ensure we meet and exceed targets.
• Implement and enforce quality assurance processes to maintain high service standards.
• Collaborate with the management team to identify and implement process improvements.
• Schedule and manage agent shifts, ensuring adequate coverage and staffing levels.
• Conduct performance reviews and provide constructive feedback to team members.
• Stay up-to-date with industry trends and best practices in customer service and call center operations.

🎓 Kualifikasi & Syarat

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum of 3 years of experience in a leadership role within the customer service or call center industry.
• Proficient in using call center software such as Zendesk, Freshdesk, or similar platforms.
• Strong understanding of quality assurance processes and metrics.
• Excellent communication and interpersonal skills, with the ability to mentor and lead a team.
• Familiarity with CRM systems like Salesforce or HubSpot is a plus.
• Ability to work well under pressure and manage multiple tasks simultaneously.
• Certification in customer service or call center management is a plus.

🛠️ Keahlian

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