Contact Center Team Leader

PT Armada Lintas Khatulistiwa; Kota Yogyakarta; On-site; IDR 78,120,000 - 122,760,000; Full time

Job summary

PT Armada Lintas Khatulistiwa is seeking an experienced Contact Center Team Leader to guide our customer service team across our EV Charging Station network. You will drive service quality, supervise daily operations, and mentor staff to meet performance targets.

The ideal candidate has at least 2 years in contact center leadership, strong banking/financial services exposure, and solid English communication skills.

Qualifications

• Minimum 2 years’ experience in Contact Center / Customer Service leadership.
• Banking or Financial Services experience is highly preferred.
• Intermediate English, spoken and written.
• Strong experience in customer service, complaint handling, escalation, and operations.
• Experienced in team leadership, coaching, and performance management.
• Familiar with CSAT, AHT, SLA, QA, Productivity, and Attendance.
• Understanding of financial transactions, payment issues, refunds, billing, or reconciliation is a plus.
• Strong communication, analytical, and problem-solving skills.
• Familiar with CRM, ticketing, and reporting tools.
• Comfortable working in a 24/7 shift environment.

Responsibilities

• Lead daily Contact Center operations and team performance.
• Monitor KPIs and drive service improvement.
• Coach and develop team members.
• Handle customer complaints, payment, billing, refund, and transaction-related issues.
• Ensure SOP, service, and financial handling standards are followed.
• Coordinate with Finance, Operations, and Technical teams to resolve customer issues.
• Analyze performance and customer data to provide actionable insights.
• Prepare regular operational and performance reports for management.

Skills

Contact Center Leadership

Customer Service

Complaint Handling

Team Coaching

Performance Management

English Proficiency

Analytical Skills

CRM Tools

Tools

CRM software

Ticketing Systems

Reporting Tools

Job description

We’re looking for an experienced Contact Center Team Leader to lead our customer service team and ensure excellent service across our EV Charging Station network.

REQUIREMENTS

Minimum 2 years’ experience in Contact Center / Customer Service leadership.

Banking or Financial Services experience is highly preferred.

Intermediate English, spoken and written.

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

Experienced in team leadership, coaching, and performance management.

Familiar with CSAT, AHT, SLA, QA, Productivity, and Attendance.

Understanding of financial transactions, payment issues, refunds, billing, or reconciliation is a plus.

Strong communication, analytical, and problem-solving skills.

Familiar with CRM, ticketing, and reporting tools.

Comfortable working in a 24/7 shift environment.

KEY RESPONSIBILITIES

Lead daily Contact Center operations and team performance.

Monitor KPIs and drive service improvement.

Coach and develop team members.

Handle customer complaints, payment, billing, refund, and transaction-related issues.

Ensure SOP, service, and financial handling standards are followed.

Coordinate with Finance, Operations, and Technical teams to resolve customer issues.

Analyze performance and customer data to provide actionable insights.

Prepare regular operational and performance reports for management.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Indonesia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Contact Centre Team Leader?
• Which of the following types of qualifications do you have?
• Do you have Complaint Handling experience?
• How many years' experience do you have as a Bank Staff?