Client-Facing Team Leader (UK Market) - Urgent Hiring in Bali

Are you a dynamic leader with a passion for driving exceptional customer service and team performance? Logix BPO is seeking a Client-Facing Team Leader to join our growing operations in Bali, working directly with a prestigious UK-based client. This role offers a unique opportunity to lead a team of 10-15 agents, ensuring they deliver top-tier customer service and meet client KPIs. Based in Canggu, you'll be part of a vibrant, international team in a beautiful, tropical setting.

As a Client-Facing Team Leader at Logix BPO, you'll manage a team of 10-15 agents, providing coaching, training, and mentoring to ensure they meet and exceed client expectations. You'll work closely with the UK client to understand their needs and translate them into actionable strategies for your team. Daily tasks include conducting performance reviews, resolving escalations, and ensuring compliance with client policies and industry regulations.

📋 Tanggung Jawab Pekerjaan

• Lead and mentor a team of 10-15 agents, providing daily coaching and training to ensure they meet and exceed client KPIs.
• Work closely with the UK client to understand their needs and translate them into actionable strategies for the team.
• Conduct performance reviews, provide constructive feedback, and develop individual development plans for team members.
• Resolve escalations and conflicts between team members and the client, ensuring a positive and productive working environment.
• Monitor team performance using tools like LiveVox, Salesforce, and Microsoft Teams.
• Ensure compliance with client policies, industry regulations, and company procedures.
• Collaborate with the operations team to improve processes and workflows.
• Attend regular team meetings and client calls to provide updates and discuss performance.

🎓 Kualifikasi & Syarat

• Minimum 5 years of experience in a leadership role within the BPO or customer service industry.
• Proven track record of successfully leading and mentoring teams of 10-15 agents.
• Strong understanding of UK-based customer service standards and best practices.
• Excellent communication and interpersonal skills, with the ability to build rapport with both team members and clients.
• Proficiency in English, both written and spoken.
• Experience using customer service and team management tools like LiveVox, Salesforce, and Microsoft Teams.
• Bachelor's degree in Business Administration, Human Resources, or a related field.
• Certification in leadership and team management (e.g., PMI-ACP, SHRM-CP, or similar) is a plus.

🛠️ Keahlian

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