contact center team leader

PT Armada Lintas Katulistiwa; Sleman; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

PT Armada Lintas Katulistiwa is seeking an experienced Contact Center Team Leader to lead our customer service operations across the EV Charging Station Network. You will supervise daily activities, monitor KPIs, and drive service improvements while ensuring adherence to SOPs and financial handling standards.

The ideal candidate has at least 2 years in contact center leadership, experience in banking or financial services is preferred, and strong communication in English.

Qualifications

• Minimum 2 years’ experience in Contact Center / Customer Service leadership.
• Banking or Financial Services experience is highly preferred.
• Intermediate English, spoken and written.

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

Customer service

Complaint handling

Escalation

Operations

Team leadership

Tools

CRM

Ticketing systems

Reporting tools

Job description

EV Charging Station NetworkWe’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.REQUIREMENTSMinimum 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 RESPONSIBILITIESLead 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.

Job summaryCRM, ticketing, and reporting tools -