Supervisor / Team Leader Customer Services - Live Chat and Email

Supervisor / Team Leader Customer Services - Live Chat and Email

Lead and manage a customer service team handling live chat and email inquiries.

Monitor and evaluate agent performance, provide constructive feedback, and identify development opportunities.

Analyze key metrics and data to identify trends and areas for improvement.

Develop and implement initiatives to enhance customer satisfaction and team efficiency.

Collaborate with cross-functional teams to understand customer needs and ensure service consistency.

Provide ongoing training and support to empower agents to deliver outstanding customer service.

Ensure team compliance with company policies, procedures, and quality standards.

Qualifications & Experience:

Minimum 3 years of experience as a Supervisor/Team Leader in a customer contact center or a similar customer service environment.

Strong leadership skills with the ability to develop and motivate teams.

Deep understanding of customer service excellence and industry best practices.

Strong analytical skills to identify trends and actionable insights.

Excellent communication skills, with the ability to interact with stakeholders across the organization.

Hands-on experience with contact center tools and systems, including CRM and live chat platforms.

Ability to thrive in a fast-paced and dynamic environment.

About PT. Metis Teknologi Corporindo

Established in 2016, PT. Metis Teknologi Corporindo is a highly experienced Business Process Management (BPM) company dedicated to optimizing business operations and enhancing customer experiences. With years of expertise, we have successfully partnered with leading companies across industries to deliver efficient, scalable, and high-quality business solutions. Our commitment to innovation and service excellence has positioned us as a trusted BPM provider in Indonesia.