BPO Sentiment Team Leader

Join Transcosmos as a BPO Sentiment Team Leader and lead a dynamic team in delivering exceptional customer experiences. This role is perfect for individuals with a passion for customer service, team leadership, and sentiment analysis. You will oversee a team of 5-7 agents, ensuring they deliver top-notch customer service and maintain high customer satisfaction scores. Based in Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung, this position offers a vibrant work environment and opportunities for professional growth.

As a BPO Sentiment Team Leader at Transcosmos, you will be responsible for managing a team of customer service agents, conducting daily team meetings, and providing coaching and mentoring. You will also be involved in monitoring and analyzing customer feedback to identify trends and areas for improvement. This role requires a strong understanding of sentiment analysis tools and techniques, as well as a proven track record in team leadership and customer service.

📋 Tanggung Jawab Pekerjaan

• Oversee a team of 5-7 customer service agents, ensuring they deliver exceptional customer experiences.
• Conduct daily team meetings to provide coaching, mentoring, and support.
• Monitor and analyze customer feedback to identify trends and areas for improvement.
• Ensure high customer satisfaction scores and maintain a positive team environment.
• Train and develop team members to enhance their skills and performance.
• Collaborate with other departments to improve customer service processes.
• Utilize sentiment analysis tools such as Nvivo, Atlas.ti, or similar software to analyze customer feedback.
• Ensure compliance with company policies and procedures.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Psychology, or a related field.
• Minimum 3 years of experience in customer service, team leadership, or sentiment analysis.
• Proven track record in managing and leading teams.
• Strong understanding of sentiment analysis tools and techniques.
• Excellent communication and interpersonal skills.
• Ability to work well under pressure and meet deadlines.
• Fluency in English is a plus.
• Certification in customer service or team leadership is a plus.

🛠️ Keahlian

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