Call Center Supervisor

PT Armada Lintas Khatulistiwa; Daerah Istimewa Yogyakarta; On-site; IDR 133,920,000 - 200,880,000; Full time

Job summary

PT Armada Lintas Khatulistiwa is seeking an experienced Call Center Supervisor to lead our customer service team across the EV Charging Station network. The role focuses on achieving KPIs, coaching agents, and handling escalations to ensure excellent customer experiences.

You will oversee daily operations, collaborate with Operations and Technical teams, and drive improvements in service quality and efficiency within a shift-based schedule.

Qualifications

• Minimum 2 years of proven experience as a Call Center Supervisor or Team Leader.
• Experience in banking industry is highly preferred.
• Fluent in English, at least Intermediate level.
• Strong skills in customer service, complaint handling, escalation management, and service operations.
• Proven ability to lead, coach, and develop agents.
• Knowledge of Call Center KPIs (Service Level, AHT, Quality, CSAT, Productivity, Attendance).
• Ability to prepare and analyze operational performance reports.
• Familiar with CRM, ticketing systems, and Call Center reporting tools.
• Willing to work on shift-based schedule, including weekends/public holidays when required.

Responsibilities

• Lead and supervise daily Call Center operations.
• Monitor and drive achievement of team and individual KPIs.
• Provide coaching, performance reviews, and team briefings.
• Handle escalated customer complaints and critical issues.
• Ensure compliance with SOPs and service standards.
• Coordinate with Operations and Technical teams to resolve issues.
• Analyze data and provide actionable insights to management.
• Identify initiatives to improve customer experience and efficiency.

Skills

Call center leadership

Team coaching

Customer service excellence

KPI monitoring

English communication

Data analysis

SLA management

Tools

CRM software

Ticketing systems

Reporting tools

Job description

We are looking for an experienced and highly capable Call Center Supervisor to lead our customer service team and ensure excellent customer experience across EV Charging Station network.

REQUIREMENTS

Minimum 2 years of proven experience as a Call Center Supervisor or Team Leader.

Previous experience in the Banking industry is highly preferred.

Fluent in English, with a minimum Intermediate level (both spoken and written).

Strong experience in customer service, complaint handling, escalation management, and service operations.

Proven ability to lead, coach, and develop Call Center Agents.

Strong understanding of Call Center KPIs, including Service Level, AHT, Quality, CSAT, Productivity, and Attendance.

Strong analytical, leadership, communication, and problem-solving skills.

Experienced in preparing and analyzing operational performance reports.

Familiar with CRM, ticketing systems, and Call Center reporting tools.

Able to work independently and make effective decisions in a fast-paced operational environment.

Willing to work on a shift-based schedule, including weekends and public holidays when required.

KEY RESPONSIBILITIES

Lead and supervise daily Call Center operations.

Monitor and ensure achievement of team and individual KPIs.

Conduct regular coaching, performance reviews, and team briefings.

Handle escalated customer complaints and critical service issues.

Ensure compliance with SOPs, service standards, and operational procedures.

Coordinate with Operations, Technical, and other relevant teams to resolve customer issues efficiently.

Analyze operational data and provide actionable insights to management.

Identify and implement initiatives to improve customer experience, service quality, and operational efficiency.

Ensure effective communication between the Call Center team and other business functions.

PREFERRED INDUSTRY BACKGROUND

Banking / Financial Services / Telecommunications / E-Commerce / Technology / Customer Service Operations