CUSTOMER CARE SR.TEAM LEADER

PT HOME CREDIT INDONESIA

Deskripsi Pekerjaan/ Job Description


Job Description

PEOPLE MANAGEMENT

Identify the strength and weakness of personnel and develop the team with train, coach, share experience to maximize their potential and optimize their performance

  1. Manage the Inbound Customer Care team by train, coach them to maximize their potential and optimize their performance
  2. Arrange and lead team and individual meetings to review performance and manage productivity of the Inbound Customer Care team
  3. Prepare planning capacity requirements
  4. Monitor available capacity utilization
  5. Identify and understand strengths and weaknesses of personnel and define development plans and training needs

PROCESS MANAGEMENT

Monitor the inbound customer team to maintain service levels and KPI for all process

  1. Maintain service levels and KPIs for all processes
  2. Ensure staff availability to cover incoming call peaks and maintain call center SLAs
  3. Plan capacity and fine-tune process to process all outbound campaigns calling
  4. Ensure adherence to process manuals
  5. Analyze the current process in inbound team to make a room for improvements.
  6. Documenting standard responses to customer queries and complaints and keep the master file up to date
  7. Prepare Regular and ad-hoc reporting on call center processes

Minimum Qualifications

  • Diploma degree
  • 3+ year experience in Customer Service and Experience in team leading.
  • English communication (Advanced)
  • MS Excel knowledge (Advanced)
  • MS PowerPoint knowledge (Advanced)
  • Experience with managing documents
  • Experience with quality control implementation
  • Experience with setting Service levels, KPIs and thresholds
  • Experience dealing with customers over phone
  • Experience from Finance industry

If you feel that you can meet the qualification and up for the challenge, please send your complete resume and current color photograph by clicking button bellow