Contact Center Supervisor: KPI, Coaching & Ops Lead

Jakarta; Kota Yogyakarta; On-site; IDR 55,800,000 - 167,400,000; Full time

Job summary

Jakarta is looking for a motivated individual to join their Contact Center team in Yogyakarta. In this role, you will coordinate with clients to ensure smooth operations, monitor performance, and maintain key performance indicators (KPIs). The ideal candidate has at least 1 year of experience, a D3/S1 education background, and is fluent in English. This position requires strong analytical and communication skills, and the ability to work in a team-oriented environment.

Qualifications

• Minimum D3/S1 education background.
• Fluent in English is a must, both speaking and writing.
• Minimum 1 year experience in the same position.
• Strong knowledge in Ecommerce.

Responsibilities

• Coordinate with client and OM to ensure Contact Center Operation runs well.
• Monitor daily activity of Contact Center Operation.
• Ensure administration process related to attendance, schedule, and leave.
• Maintain KPI Contact Center (CSAT, FCR, AHT, etc).
• Provide training and coaching to team members.
• Create and deliver daily, weekly, and monthly reports.

Skills

Fluent in English (speaking and writing)

Customer experience orientation

Strong communication skills

Analytical thinking

Fast learner

Problem-solving

Teamwork

Education

D3/S1 education background

Job description

Jakarta is looking for a motivated individual to join their Contact Center team in Yogyakarta. In this role, you will coordinate with clients to ensure smooth operations, monitor performance, and maintain key performance indicators (KPIs). The ideal candidate has at least 1 year of experience, a D3/S1 education background, and is fluent in English. This position requires strong analytical and communication skills, and the ability to work in a team-oriented environment.