Leaders Talk: Attitude is the Key for Being a Leader

June 25, 2021 – Contact Center Associations of Asia Pacific (CC-APAC) present Leaders Talk discussion by the theme “Role of Leader in Contact Center Change”. CC-APAC invited professional speakers to the Asia Pacific contact center.

One of the speakers is Lisa Widodo, Executive Vice President Operations from BLIBLI.COM. Lisa states that the e-commerce industry faces public behavior which wants everything fast and gets instant solutions.  When the pandemic has happened in 2020, especially in Indonesia, everyone’s needs are increasing so we must particularly move and adapt with interactions. Lisa said that managing communications and the right agent to handle customers is the key to today’s contact center service.

Lisa shared that BLIBLI has a policy of following government regulation during this pandemic. Around 25% of customer care agents in BLIBLI still need to work from the office. According to that, the safety and health of agents are becoming their priority now. 

Leaders in BLIBLI do management in millennial ways which concern connecting each other by communicating agents’ language and open mindset. Lisa said, do not think the way that leaders used to do things is the best, even though the company has 20+ years of experience. They should have an open mindset as a leader and listen to what agents think. To make it more fun and relevant to millennial generations, they optimize social media as the media to stay connect and give appreciation. In BLIBLI, social media such as Instagram is used for creating a monthly magazine just to share achievements over the other’s agent.

Lisa also shared that what is key to being a leader. She quotes a word from John Maxwell which relates to this current situation. The words are, “People may hear your words, but they feel your attitude.” Then, Lisa concludes that attitude is key. As a leader, it doesn’t matter what you say, the matter is what you do and what your action is. She thinks that it is a privilege to be a leader, lead a team, manage a team, and have a responsibility. (ANF)

Leaders Talk : Lisa Widodo

Lisa Widodo, Executive Vice President of Operations Blibli.com.

Lisa Widodo

One of the speakers at the monthly CC-APAC Leaders Talk is Lisa Widodo. Lisa is trusted as Executive Vice President of Operations Blibli.com. Let’s look at a few things about Lisa and her career journey as a leader at blibli.com.

Lisa Widodo is one of the pioneers who has contributed to the growth of Blibli.com since it was founded in 2011 to become one of the leading e-commerce companies today. With a background in Mechanical Engineering, an Honors graduate from The University of Texas at Austin and an MSc in Materials Science and Mechanical Engineering from the same university, Lisa has also led several important projects as a Project and Process Engineer at SEMATECH, USA. She then decided to return to Indonesia in 2005 because she wanted to start contributing more to Indonesia.

In line with Lisa’s dream, Blibli.com is a company that has always dreamed of empowering the Indonesian generation through the e-commerce ecosystem. “I realized that my goal in life is to use what I have learned and gained from my experience in America, to participate in developing Indonesia. I want to build this nation. Right now I feel fulfilled because I work for a company that also loves Indonesia very much and shares a dream to empower Indonesia,” said Lisa.

Lisa’s journey and struggle to become the successful woman she is today is also not easy. While still a student majoring in mechanical engineering, to have the opportunity to get in-state tuition (tuition fees that are three times cheaper than international tuition), Lisa had to work 20 hours per week. The job she got was working in a computer laboratory with technical work related to infrastructure.

Furthermore, after graduating with a Master of Mechanical Engineering, Lisa got a job related to the future of semiconductors, which is usually only given to Electrical Engineering graduates. There Lisa conducted various experiments and wrote publications on silicon wafers which are the basis of microprocessors used for many hardware devices. Likewise, while working at Citi Indonesia, Lisa was involved in the Operations and Technology department. Until finally Lisa got the opportunity to join Blibli.com. (**)