Call Center Operations Supervisor: Elevate CSAT & Quality

Monee; Daerah Istimewa Yogyakarta; On-site; IDR 150,000,000 - 260,000,000; Full time

Job summary

Monee, a leading contact center partner, seeks a Supervisory professional to manage daily L1 call operations in Indonesia. You will oversee a team, monitor dashboards, and drive KPI performance across productivity, CSAT, and QA scores while ensuring adherence to SOPs and escalation procedures.

Ideal candidates bring at least 1 year in a supervisory role, strong coaching skills, and proficiency in Bahasa Indonesia with working English for reporting.

Qualifications

• Minimum 1 year in a supervisory role within call center or BPO/collections ops.
• Proven track record in managing team KPIs (productivity, CSAT, quality).
• Strong coaching and people development skills.
• Experience with disciplinary processes (warnings, PIP).
• Proficient in data analysis and reading dashboards to identify root causes.
• Excellent Bahasa Indonesia; working English for internal reporting.

Responsibilities

• Supervise daily L1 call inbound & outbound operations; ensure SLAs and productivity targets are met.
• Monitor real-time agent performance dashboard and take corrective action promptly.
• Manage agent scheduling, shift coverage, and attendance tracking.
• Track agent KPI achievement across Productivity, CSAT, and QA Score.
• Partner with QA team for call validation and SOP compliance; ensure zero integrity violations.
• Escalate critical issues (hard complaints, fraud, system outages) to Operations Lead.

Skills

Coaching

Data analysis

Communication

KPI management

Job description

Monee, a leading contact center partner, seeks a Supervisory professional to manage daily L1 call operations in Indonesia. You will oversee a team, monitor dashboards, and drive KPI performance across productivity, CSAT, and QA scores while ensuring adherence to SOPs and escalation procedures.

Ideal candidates bring at least 1 year in a supervisory role, strong coaching skills, and proficiency in Bahasa Indonesia with working English for reporting.