Call Centre Supervisor (BPO Industry)

PT NEW CORAL SEA; Tangerang; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

PT NEW CORAL SEA is seeking an experienced Call Center Supervisor to lead and manage our customer service operations in a demanding BPO environment. The role requires coaching a 20+ member team, driving KPIs, and delivering quality service.

Ideal candidates hold a Diploma (D3) or higher, have at least 3 years of team leadership in a call center, and speak fluent English with strong communication skills. Mandarin is a plus for potential salary benefits.

Qualifications

• Diploma (D3) or higher from an accredited institution.
• At least 3 years of experience managing customer service teams in a call center or BPO environment.
• Proven experience leading a team of at least 20 employees.

Responsibilities

• Lead, supervise, and manage a customer service team of at least 20 employees.
• Monitor team performance and ensure operational targets and KPIs are achieved.
• Manage CSAT, AHT, and CPD performance.
• Develop and implement strategies to improve team productivity and service quality.
• Prepare regular performance reports and provide feedback to team members.
• Motivate, coach, and support team members to achieve operational goals.
• Coordinate daily operations and ensure smooth workflow within the team.

Skills

Team leadership

Performance monitoring

Reporting

Coaching

Customer service

Education

Diploma (D3) or higher

Job description

We are currently looking for an experienced Call Center Supervisor to lead, supervise, and manage customer service operations within our BPO industry.

Job Responsibilities:

• Lead, supervise, and manage a customer service team of at least 20 employees.
• Monitor team performance and ensure operational targets and KPIs are achieved.
• Manage customer satisfaction (CSAT), Average Handling Time (AHT), and CPD performance.
• Develop and implement strategies to improve team productivity and service quality.
• Prepare regular performance reports and provide feedback to team members.
• Motivate, coach, and support team members to achieve operational goals.
• Coordinate daily operations and ensure smooth workflow within the team.

Job Requirements:

• Minimum Diploma degree (D3) or above from an accredited institution.
• At least 3 years of experience managing customer service teams in a call center or BPO environment.
• Proven experience managing a team of at least 20 employees.
• Fluent in spoken English with clear pronunciation and excellent communication skills.
• Strong understanding of BPO operational metrics, including CPD, CSAT, and AHT.
• Excellent leadership, organizational, analytical, and problem-solving skills.
• Experience in preparing reports and strong written communication skills.
• Ability to work under pressure and manage multiple operational priorities.
• Willing to work on a rotating shift schedule, including night shifts.
• Mandarin language skills are an advantage and may qualify candidates for additional salary benefits.