Operations Shift Manager - Customer Service & Call Center Leadership

Join Sagility as an Operations Shift Manager in the vibrant heart of Bali and lead a high-performing customer service team to new heights. This is a unique opportunity to drive operational excellence, enhance profitability, and shape the future of our call center in Canggu. As a leader in the customer service industry, Sagility is dedicated to providing exceptional service and creating a positive customer experience. In this role, you will oversee daily operations, manage a team of 15-20 agents, and ensure that our call center meets and exceeds customer service standards.

Sagility is a leading provider of customer service solutions, with a strong reputation for innovation and excellence. Our call center in Canggu is a hub of activity, with a diverse team of professionals working together to deliver outstanding service. As an Operations Shift Manager, you will play a crucial role in ensuring that our call center operates efficiently and effectively, with a strong focus on customer satisfaction. This is an exciting opportunity to join a dynamic and forward-thinking organization, and to make a real impact on the customer service industry.

📋 Tanggung Jawab Pekerjaan

• Oversee daily operations of the call center, including scheduling, staffing, and performance management.
• Manage a team of 15-20 customer service agents, providing coaching, training, and development opportunities.
• Ensure that the call center meets and exceeds customer service standards, with a focus on quality and efficiency.
• Monitor and analyze call center metrics, including call volume, average handle time, and customer satisfaction scores.
• Implement and maintain call center policies and procedures, ensuring compliance with industry standards and regulations.
• Collaborate with other departments, including sales, marketing, and IT, to ensure that the call center operates smoothly and effectively.
• Drive operational excellence, with a focus on continuous improvement and innovation.
• Ensure that the call center is staffed according to forecasted call volumes, with a focus on efficiency and cost-effectiveness.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in a customer service or call center management role.
• Proven track record of success in leading and managing a team of customer service agents.
• Strong knowledge of customer service best practices, including call center metrics, quality assurance, and process improvement.
• Excellent communication, leadership, and problem-solving skills.
• Proficiency in using call center software, including Avaya, Genesys, or similar platforms.
• Certification in customer service management or a related field is a plus.
• Ability to work in a fast-paced, high-pressure environment, with a strong focus on customer satisfaction.

🛠️ Keahlian

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