Banking Contact Center Supporting Team (Supervisor, Team Leader, Trainer, RTFM)

PT Transcosmos Indonesia; Jakarta Pusat; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A global digital transformation partner in Jakarta is seeking a Supervisor for their Banking Contact Center team. Responsibilities include monitoring operations, training agents, and ensuring customer satisfaction. The ideal candidate will have a minimum D3 education, at least 2 years of experience in a contact center, and proficiency in CRM systems and Microsoft Office. This role offers professional growth and a supportive work culture.

Benefits

Fulfilling Career

Professional Growth

Work-Life Balance

Growing Culture

Qualifications

• Minimum D3 in any major with GPA 2.75 or higher preferred.
• At least 2 years of experience in a Contact Center Banking Industry.
• Proficient in Contact Center tools, CRM systems, and Microsoft Office.

Responsibilities

• Monitor Contact center operations to maintain KPI achievement.
• Coach and train Contact Center Agents to improve service quality.
• Handle escalated customer issues for timely resolution.

Skills

Monitoring

Coaching

Customer Satisfaction

Performance Management

CRM Systems

Microsoft Office

Education

D3 in any major

Tools

Contact Center tools

Reporting dashboards

Job description

Banking Contact Center Supporting Team (Supervisor, Team Leader, Trainer, RTFM)

PT Transcosmos Indonesia, a joint venture between Transcosmos Inc. and CBN (a member of the Salim Group), is a Global Digital Transformation Partner in Customer Experience Solutions and Digital Marketing Solutions.

Job Description

• Monitoring Contact center operations and coordinating to maintain KPI achievement according to SLA.
• Carrying out the primary job responsibilities of the position applied for in order to support Contact Center performance and ensure smooth service delivery.
• Coaching, training, and monitoring Contact Center Agents to improve quality, productivity, and customer satisfaction.
• Analyze and assess the performance of the Contact center Agent.
• Handle escalated customer issues and provide guidance to ensure timely resolution.
• Identifying areas for improvement and implement action plans.

Requirements

• Minimum D3 in any major (GPA 2.75 or higher is preferred).
• At least 2 years of experience in a Contact Center Banking Industry, preferably as an RTFM, Trainer, Team Leader (TL), or Supervisor.
• Strong understanding of the responsibilities and expectations of the position being applied for, including operational, coaching, and performance management duties.
• Proficient in using Contact Center tools, CRM systems, reporting dashboards, and Microsoft Office (Excel, PowerPoint).
• High attention to detail, strong organizational skills, and the ability to manage multiple tasks.
• Willing to work with a shifting schedule (applicable for Team Leader).
• Willing to place in Tanah Abang, Central Jakarta.

Benefits

• Fulfilling Career
• Professional Growth
• Work-Life Balance (Variety of Sports Activities, Wellness Programs, etc.)
• Growing Culture