Contact Center Analyst

Asuransi Astra; Daerah Khusus Ibukota Jakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading insurance company in Jakarta is seeking a Contact Center Analyst responsible for optimizing Contact Center performance and ensuring compliance with service standards. The role involves collaborating with IT teams and vendors, proposing improvements for better customer experiences, and monitoring transaction data. Fresh graduates with Bachelor's degrees in Statistics, Actuary, or Math are encouraged to apply, with relevant experience being an asset.

Qualifications

• Fresh graduates from Statistics/Actuary/Math are welcome to apply.
• Experience in Contact Center operations is an advantage.
• Experience in data research or operational analysis is a plus.

Responsibilities

• Drive development and implementation of operational projects to optimize Contact Center performance.
• Collaborate with IT team and vendors to enhance Contact Center systems.
• Propose improvements to work procedures for better customer experiences.
• Record and process transaction data to monitor service levels.

Skills

Analytical thinking

Attention to detail

Good communication

Coordination skills

Collaboration

Education

Bachelor's Degree in Statistics/Actuary/Math

Job description

Contact Center Analyst will be responsible to drive the development and implementation of operational projects to optimize Contact Center performance and ensure compliance with defined service level and lead time standards.

They Will Also

• Contact Center Application Development Collaborate with the IT team and external vendors to enhance and modify the Contact Center system to meet operational needs.
• Contact Center Procedures Standardization Propose improvements to Contact Center work procedures to ensure simpler, more reliable, and more memorable customer experiences (CX).
• Contact Center Reporting Record and process call, SMS, web, and email transaction data handled by the Contact Center to monitor service level and response time, and support corrective actions when issues arise.

Minimum Qualifications

• Fresh graduates from Statistics/Actuary/Math are welcome to apply (Minimum Bachelor's Degree/S1).
• Having experience in a similar role or exposure to Contact Center operations is an advantage.
• Experience in data research, service insight, or operational analysis within a Contact Center is a plus.
• Strong analytical thinking and attention to detail.
• Good communication and coordination skills.
• Ability to work collaboratively with cross-functional teams.