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

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

Job summary

A Global Digital Transformation Partner in Jakarta is seeking a Supervisor or Team Leader for their Banking Contact Center. This role involves monitoring operations, coaching agents, and handling escalated customer issues to maintain KPI achievement. Candidates should have at least 2 years of contact center experience in the banking industry and a minimum D3 qualification. Opportunities for professional growth and a fulfilling career await in a supportive work environment.

Benefits

Fulfilling Career

Professional Growth

Work-Life Balance

Growing Culture

Qualifications

• Minimum D3 in any major with GPA 2.75 or higher.
• At least 2 years of experience in Contact Center Banking Industry.
• Strong understanding of operational and performance management duties.

Responsibilities

• Monitor Contact Center operations and coordinate for KPI achievement.
• Coach, train, and monitor Contact Center Agents.
• Analyze performance of Contact Center Agents.

Skills

Understanding of Contact Center operations

Coaching and training skills

Analytical skills

Attention to detail

Proficient in Microsoft Office

Education

Minimum D3 in any major

Tools

Contact Center tools

CRM systems

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