Team Lead - Jakarta - TP

    TP
    TP Jakarta

    1 hari yang lalu

    Rp180.000.000 - Rp320.000.000 (IDR) per tahun * Manajemen Tinggi / Konsultasi
    Deskripsi

    Location: Jakarta

    Responsibilities:


    • Lead, manage, and supervise a team of Japanese speaking Customer Support Agents across Voice, Chat, and Email channels


    • Monitor daily team performance to ensure service level agreements (SLA), KPIs, and quality standards are consistently achieved


    • Conduct regular coaching, feedback sessions, and performance evaluations to drive continuous improvement


    • Provide guidance in handling complex customer cases and escalations


    • Ensure accurate case documentation and compliance with company policies and procedures


    • Prepare and analyze performance reports (attendance, productivity, quality, and customer satisfaction)


    • Collaborate with internal stakeholders to improve operational efficiency and customer experience


    • Support workforce planning, scheduling, and shift management


    • Foster a positive, high performance team environment

    Qualifications:


    • Minimum Bachelor's Degree in any field (preferred)


    • Proficient in Japanese (JLPT N3–N1 required)


    • Intermediate to Advanced English proficiency (spoken and written)


    • Minimum 1–2 years of experience as a Japanese speaking Customer Support Agent


    • Preferred minimun 1 year experience as a Team Leader / Supervisor in a Customer Service, BPO, or Contact Center environment


    • Strong understanding of KPIs, SLA management, and quality assurance processes


    • Experience handling multi channel support (Voice, Chat, Email)


    • Proven leadership, coaching, and people management skills


    • Strong analytical, problem solving, and decision making abilities


    • Excellent communication and interpersonal skills


    • Willing to work on a shifting schedule


    • Willing to be based in Jakarta


    • Available to join immediately or within short notice

    * Kisaran gaji ini adalah perkiraan yang dibuat oleh beBee
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