Indonesia Job Openings
![ATI Business Group [MGM-0343] Customer Service Team Leader](/storage/logo/ATI_Business_Group.jpeg){kind=logo}
ATI Business Group
[MGM-0343] Customer Service Team Leader
FULL TIME
November 18, 2024
Key Responsibilities:
- Lead, coach, and evaluate a team of customer support staff, conducting regular performance evaluations and providing constructive feedback to foster growth and development.
- Design and implement innovative strategies to optimize daily operations, ensuring high efficiency and effectiveness in meeting Service Level Agreements (SLAs), including adapting the team's schedules to provide coverage.
- Continuously monitor workflow, identify areas for improvement, implement process enhancements, and use data-driven insights to improve productivity and meet SLA metrics.
- Act as the primary point of contact for clients, maintaining strong relationships and proactively addressing their needs and expectations.
- Monitor performance metrics and generate detailed reports for senior management and clients to ensure operational excellence.
- Identify and mitigate potential risks, ensuring compliance with data protection policies and other operational safeguards.
- Proficient in both written and spoken English.
- A minimum of 2 years experience in the Customer Service field.
- Background in the travel and aviation industry is a plus, but not required.
- Strong leadership skills, with the ability to inspire and motivate teams to achieve objectives.
- Excellent communication and interpersonal skills, with a pleasant and approachable demeanor.
- Analytical mindset with a talent for interpreting data and metrics to guide decision-making and process improvements.
- Ability to excel in a fast-paced, high-pressure environment, with strong problem-solving capabilities.
- Proactive in identifying and suggesting solutions to improve team productivity.
- Willing to work with flexible shifting arrangements.
Our aim at ATI Business Group in working with our clients is to support their continued growth by providing cost-effective technology and talented & scalable people resources on demand. ATI's singular focus on providing services to the travel and hospitality business communities across the globe has been a remarkably successful one. Since commencing in 2002 we now have over 1300 employees providing services to our clients worldwide.
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