Operational Management (Call Center Team Leader, Supervisor, QA & Trainer)

Join our dynamic Business Process Outsourcing (BPO) team in Tangerang, Banten as an Operational Management Professional! We are seeking experienced leaders to oversee call center operations, including Team Leaders, Supervisors, Quality Assurance (QA) Specialists, and Trainers. At Private Advertiser (Leading BPO Company), we pride ourselves on delivering exceptional customer service and driving operational excellence. In this role, you will be responsible for managing a team of 10-15 agents, ensuring smooth daily operations, and continuously improving quality standards. This is an exciting opportunity to grow with a company that values innovation, teamwork, and professional development.

As an Operational Management Professional at Private Advertiser, you will lead a team of dedicated agents, utilizing tools like Zendesk, Freshdesk, or similar CRM systems to manage customer interactions efficiently. You will also conduct regular training sessions to enhance agent performance and implement quality assurance processes to maintain high service standards. With a focus on both operational efficiency and employee development, this role offers a dynamic and rewarding career path in the thriving BPO industry.

📋 Tanggung Jawab Pekerjaan

• Manage a team of 10-15 call center agents, ensuring high performance and customer satisfaction.
• Develop and implement operational strategies to improve efficiency and productivity.
• Conduct regular training sessions to enhance agent skills and knowledge.
• Monitor and analyze call center performance using tools like Zendesk or Freshdesk.
• Implement quality assurance processes to maintain high service standards.
• Collaborate with cross-functional teams to address operational challenges.
• Ensure compliance with company policies and industry regulations.
• Provide feedback and coaching to agents to support their professional growth.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum 3-5 years of experience in call center operations, including leadership roles.
• Proven experience as a Team Leader, Supervisor, QA Specialist, or Trainer in a BPO environment.
• Strong understanding of CRM systems such as Zendesk, Freshdesk, or similar.
• Certification in call center management or a related field is a plus.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Strong problem-solving and decision-making skills.

🛠️ Keahlian

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