Call Center Assistant Manager

Pengiklan Anonim; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A call center company in Jakarta Utara is looking for a Call Center Assistant Manager to supervise operations and lead a team. Candidates should have a minimum of 5 years' management experience, preferably in a beauty clinic. Strong leadership and communication skills are essential, along with experience in CRM systems. The role involves setting targets, handling complaints, and ensuring compliance with regulations.

Qualifications

• Minimum 5 years experience in call center management.
• Experience in beauty clinic is a must.
• Excellent English language skills preferred.

Responsibilities

• Supervise daily operations of the call center.
• Set performance targets for agents.
• Handle escalated customer complaints.

Skills

Leadership

Communication

Workforce management

CRM experience

Problem-solving

Job description

Your duties & responsibilities as Call Center Assistant Manager

Supervise the day-to-day operations of the call center

Manage and lead the call center representatives' team

Implement and review operational policies and procedures

Set performance targets for call center agents

Monitor and measure staff performance, including conducting regular evaluations and providing feedback

Handle escalated customer complaints or inquiries

Recruit, train, and onboard new call center employees

Conduct regular meetings with the team to discuss performance and updates

Ensure compliance with data protection rules and other legal regulations

Generate and present performance reports to upper management

Work closely with other departments to ensure consistent customer service and satisfaction

Identify areas of improvement and propose effective solutions

Requirements:

• Minimum experience at call center 5 years in management level
• With beauty clinic experience is a must
• Have a good leadership & strong character to lead a team
• Having experience with CRM and/or similar system
• Able to create efficient and effective procedures
• Excellent at workforce management
• Good communication
• Candidates with excellent English language skills are highly preferred

We are an equal opportunities employer and welcome applications from all qualified candidates.