Contact Center Operations Team Lead - EXL Services

Join EXL Services as a Contact Center Operations Team Lead in the vibrant heart of Bali! This is your opportunity to step into a dynamic leadership role where you’ll drive operational excellence, mentor high-performing teams, and shape the future of customer service in Canggu. With a strong commitment to innovation and customer satisfaction, EXL Services is the perfect place to grow your career.

As a Contact Center Operations Team Lead, you will be at the forefront of ensuring seamless customer interactions. Your daily tasks will include managing a team of customer service representatives, implementing best practices for call handling and resolution, and leveraging tools like Zendesk and Freshdesk to enhance operational efficiency. This role is ideal for a seasoned professional looking to make a significant impact in a supportive and fast-paced environment.

EXL Services offers a competitive salary, comprehensive benefits, and a chance to work in one of the most beautiful and culturally rich locations in the world. If you are passionate about customer service and leadership, we invite you to take the next step in your career with us.

📋 Tanggung Jawab Pekerjaan

• Lead and manage a team of customer service representatives, ensuring high levels of customer satisfaction and operational efficiency.
• Implement and monitor quality assurance processes to maintain service standards.
• Utilize customer service software such as Zendesk and Freshdesk to streamline operations and improve response times.
• Develop and execute training programs to enhance team skills and knowledge.
• Analyze performance metrics and provide actionable insights to drive continuous improvement.
• Collaborate with cross-functional teams to address customer concerns and resolve issues effectively.
• Ensure compliance with company policies and industry regulations.
• Maintain a positive and productive work environment, fostering team morale and engagement.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service, contact center operations, or a similar role.
• Proven track record of leading and managing teams in a customer service environment.
• Certification in customer service management or a related field is a plus.
• Strong knowledge of customer service software such as Zendesk, Freshdesk, or similar tools.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work under pressure and meet tight deadlines.
• Fluency in English, both written and spoken, is required.

🛠️ Keahlian

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