Contact Center Supporting Staff (TL, WFM, Supervisor) - TEGAL

PT Transcosmos Indonesia; Tegal; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A digital transformation partner is seeking a Team Leader for their Contact Center operations in Tegal. The role involves supporting KPI achievement, coaching agents, and workforce planning. Candidates should have a Diploma, experience in the contact center industry, and effective communication skills. Immediate availability is preferred.

Benefits

Fulfilling Career

Professional Growth

Work-Life Balance

Growing Culture

Qualifications

• Minimum GPA of 2.75 preferred.
• Experience in a contact center as Supporting Staff.
• Ability to provide clarity in communication.

Responsibilities

• Support operations to meet KPI goals.
• Conduct workforce forecasting and capacity planning.
• Provide coaching to team members.

Skills

Coaching and mentoring

KPI metrics achievement

Performance analysis

Workforce forecasting

Education

Diploma in a related field

Job description

PT Transcosmos Indonesia, a joint venture between Transcosmos Inc. and CBN (a member of the Salim Group), is a Global Digital Transformation Partner in Customer Experience Solutions and Digital Marketing Solutions.

Role Description :

This is an on-site contract role as a Team Leader, WFM, Supervisor located in Tegal. As Contact Center Supporting Staff you will be responsible for:

• Supporting the operations to achieve the goals related to KPI metrics.
• Helping the agents to work based on SOP metrics.
• Providing individual coaching and mentoring to team members to support their professional growth and career development.
• Ensuring the CSAT, DSAT, and Client Satisfaction targets are achieved.
• Analyzing and assessing the performance of the Contact center Agent.
• Conducting workforce forecasting and capacity planning using historical data or patterns to ensure adequate staffing levels to meet service demands.
• Preparing rosters and schedules based on volume forecasts, agent availability, and client recommendations.
• Carrying out the primary responsibilities of the position applied for in order to support the Contact center team.

Qualifications :

• Min. Diploma in any related field with GPA min 2.75 preferred.
• Experienced as Supporting Staff (Team Leader, WFM, Supervisor) in the contact centre industry.
• Able to articulate findings, recommendations, and feedback effectively, ensuring clarity and mutual understanding among teams.
• Ready to work on shifting for Team Leader.
• Willing to work on-site in Tegal, Central Java.
• Able to join immediately.

Benefits :

• Fulfilling Career
• Professional Growth
• Work-Life Balance (Variety of Sports Activities, Wellness Programs, etc.)
• Growing Culture