Muhammad H.
Senior Contact Center Team Leader
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Muhammad H. is a seasoned Team Leader at the Contact Center with over five years of experience, primarily in the banking sector. From his tenure starting in 2016, Muhammad has demonstrated advanced capabilities in interpersonal communication, time management, and attention to detail. Currently serving at PT Bank BPD DIY since September 2020, he manages the Contact Center's service activities and ensures high service levels through measurement and evaluation of agent performance. He also compiles weekly reports for the call center manager and engages in call monitoring and coaching. In his previous roles at PT Accenture Indonesia and PT Bank Mandiri, he brought similar expertise, focusing on service delivery, escalation handling, and coordination with relevant parties. Muhammad's educational background includes a Master's in Management from Universitas Ahmad Dahlan and a Bachelor's in Quranic Studies from UIN Sunan Kalijaga, Yogyakarta.
Experience
Team Leader Contact Center
PT Bank BPD DIY · 2020 — PresentOversee Contact Center service operations while monitoring and evaluating service levels of agents. Prepare weekly reports on service performance for the call center manager.Team Leader Contact Center
PT Accenture Indonesia · 2019 — 2019Evaluate and monitor service levels for all agents while providing supervision through call monitoring and coaching.Team Leader Contact Center
PT Bank Mandiri · 2016 — 2019Manage overall Contact Center activities and assess service level performance of agents. Report service levels to the call center manager weekly while also supervising agents through monitoring and coaching. Handle escalated calls and coordinate with relevant parties for customer issue resolution.
Skills & Expertise
Education
- Master of ManagementUniversitas Ahmad Dahlan Yogyakarta · 2020 — Present
- Bachelor of Science in Quranic Studies and TafsirUIN Sunan Kalijaga Yogyakarta · 2011 — 2015