Qualifications
Requirements/Skill
* Bachelor’s degree or equivalent diploma
* Communication Skills: Exceptional verbal and written communication, including negotiation and presentation skills. Fluent in English and Bahasa (C1 Level) in listening, reading, and writing via Hallo Ai
* Product Background: Preferably technology savvy and familiar with iOS or comparable technology
* Typing Speed: Should achieve 60-80 words per minute (WPM) during the typing exam
* Sales Experience: At least 1-3 years of BPO Inbound Sales experience or related sales roles, with a proven track record of achievement, closing deals, and generating leads
* Leadership and Team Management Skills: Preferably 1-3 years of supervisory experience in BPO Inbound Sales, managing a sales team
* Industry Knowledge: Knowledge of the BPO industry, especially in customer service sales
* Analytical and Reporting Skills: Ability to analyze sales data, identify trends, and proficiency in CRM tools, Excel, Numbers, and sales dashboards; experience managing a business line with CSAT/NPS and Sales Rate KPIs
* Problem-Solving and Decision Making: Strong critical thinking, problem-solving, and decision-making skills; knowledge of root-cause analysis, coaching, and game planning
* Motivational and Performance-Oriented: High energy, results-driven mindset focused on KPIs and targets; capable of handling pressure and maintaining morale
Responsibilities
Team Lead’s responsibilities include but are not limited to:
* Dedicate approximately 80% of time to coaching, shadowing, and supporting agents; utilize dashboards and call reports to ensure performance
* Identify and develop talent, motivate, and coach team members to meet KPIs; manage performance and address outliers
* Manage daily operations to ensure quality and productivity across channels (call, email, chat), meeting service level and revenue goals
* Communicate strategies and priorities clearly to agents and managers; adapt messaging for different audiences
* Adapt quickly to workflow, process, and product changes
* Share bottlenecks and challenges proactively with impact analysis for prioritization
* Outline performance drivers and improvement actions for the market
* Maintain professionalism and a personable demeanor
* Undergo a 2-week Going Further/Nesting stage involving call handling and quality requirements
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