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Team Lead - Jakarta - TP
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
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