Director of Contact Center - Travel + Leisure Co. (Bali, Indonesia)

At Travel + Leisure Co., we believe in transforming dreams into unforgettable experiences. As a global leader in hospitality and travel, we are committed to putting the world on vacation—one exceptional guest interaction at a time. We are now seeking a visionary Director of Contact Center to lead our team in Bali and ensure every guest receives the highest level of service. In this role, you'll be responsible for overseeing the operations of our contact center, managing a team of 20-30 agents, and implementing strategies to enhance guest satisfaction and loyalty.

As the Director of Contact Center, you will work closely with our sales and marketing teams to ensure seamless communication and coordination. You'll have the opportunity to leverage your expertise in customer service and project management to drive the success of our contact center in Bali. With a focus on continuous improvement and innovation, you'll play a crucial role in shaping the future of our contact center operations.

📋 Tanggung Jawab Pekerjaan

Key Responsibilities:

• Oversee the daily operations of the contact center, ensuring high levels of guest satisfaction and service quality.
• Manage a team of 20-30 agents, providing leadership, training, and development opportunities.
• Implement and monitor key performance indicators (KPIs) to track the performance of the contact center and identify areas for improvement.
• Collaborate with cross-functional teams to develop and implement strategies that enhance guest experiences and drive business growth.
• Utilize customer relationship management (CRM) systems such as Salesforce or Zendesk to manage guest interactions and data.
• Conduct regular quality assurance reviews to ensure compliance with company policies and procedures.
• Stay up-to-date with industry trends and best practices in customer service and contact center management.
• Report to senior management on the performance of the contact center and provide recommendations for improvement.

🎓 Kualifikasi & Syarat

Kualifikasi & Syarat:

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 10 years of experience in customer service, contact center management, or a similar role.
• Proven track record of successfully managing a team of 20-30 agents.
• Strong knowledge of customer relationship management (CRM) systems and tools such as Salesforce or Zendesk.
• Excellent communication, leadership, and project management skills.
• Ability to analyze data and provide actionable insights to drive continuous improvement.
• Certification in customer service management or a related field is a plus.
• Fluency in English and Bahasa Indonesia is required.

🛠️ Keahlian

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