Director of Call Center Operations - Leadership Role in Bali

Asurion is seeking a dynamic and visionary Director of Call Center Operations to lead our customer service excellence in the vibrant heart of Bali. In this pivotal leadership role, you will drive operational efficiency, foster strong relationships with internal business partners, and ensure seamless customer experiences. Asurion is a global leader in tech support and customer care, and we're looking for someone who can bring their expertise to our office in Denpasar.

As a Director of Call Center Operations, you'll be responsible for overseeing the daily operations of our call centers, managing a team of 50+ agents, and implementing strategies to enhance customer satisfaction. You'll work closely with our product teams, IT department, and other stakeholders to ensure our call center operations align with our business goals. This is an opportunity to make a significant impact on our customer service strategy and help shape the future of Asurion's operations in Bali.

📋 Tanggung Jawab Pekerjaan

• Oversee the daily operations of our call centers, ensuring high levels of customer satisfaction and operational efficiency.
• Manage a team of 50+ agents, providing leadership, mentorship, and performance coaching.
• Implement and monitor quality assurance processes to maintain high service standards.
• Collaborate with internal business partners to align call center operations with business objectives.
• Develop and implement strategies to improve customer experience and retention.
• Utilize tools like Zendesk, Salesforce, and other CRM systems to manage and analyze customer interactions.
• Monitor and report on key performance indicators (KPIs) to drive continuous improvement.
• Stay up-to-date with industry trends and best practices in customer service and call center operations.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 10 years of experience in call center operations, with at least 5 years in a leadership role.
• Proven track record of leading and managing high-performing call center teams.
• Strong understanding of customer service best practices and industry standards.
• Experience with CRM systems such as Zendesk, Salesforce, or similar tools.
• Certification in call center management or a related field is a plus.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.

🛠️ Keahlian

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