Outbound Contact Centre Team Leader - Bali, Indonesia

Join Icxeed Philippines as a Team Leader in our dynamic Outbound Contact Centre and take the helm of a high-performing team in the heart of Bali, Indonesia. This is a unique opportunity to lead, mentor, and drive results in a fast-paced environment. In this role, you'll be responsible for managing a team of 5-10 agents, ensuring they meet and exceed daily targets using tools like Freshdesk and Zoho CRM. Our team is based in Canggu, Bali, and we offer a vibrant, international work environment with opportunities for professional growth and personal development.

As a Team Leader, you'll play a crucial role in our customer service strategy. You'll work closely with our sales and marketing teams to ensure our outbound campaigns are executed flawlessly. This role is perfect for someone who thrives in a challenging yet rewarding environment, and who is passionate about delivering exceptional customer service.

📋 Tanggung Jawab Pekerjaan

• Manage and mentor a team of 5-10 outbound contact centre agents
• Ensure daily targets are met and exceeded using Freshdesk and Zoho CRM
• Conduct regular performance reviews and provide constructive feedback
• Train and upskill team members to improve their performance and customer service skills
• Monitor and report on team performance, providing insights for continuous improvement
• Collaborate with sales and marketing teams to align outbound campaigns with business objectives
• Ensure compliance with company policies and procedures
• Resolve escalated customer issues and complaints

🎓 Kualifikasi & Syarat

• Minimum 3 years of experience in a leadership role within a contact centre or customer service environment
• Proven track record of managing and mentoring teams to achieve high performance
• Strong understanding of outbound customer service processes and best practices
• Experience with Freshdesk and Zoho CRM is a plus
• Excellent communication and interpersonal skills
• Ability to work under pressure and meet tight deadlines
• Bachelor's degree in Business Administration, Communications, or a related field
• Fluency in English, both written and spoken

🛠️ Keahlian

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