Customer Contact Center Sr. Manager

PT Cemerlang Multimedia; Bogor; On-site; IDR 446,400,000 - 669,600,000; Full time

Job summary

PT Cemerlang Multimedia seeks an experienced operations leader to oversee contact center activities across inbound calls, WhatsApp, and live chat, ensuring SLA achievement and service quality.

You will supervise billing, drive collection improvements, and implement QA initiatives while coordinating with Sales, Provisioning, Engineering, and NOC teams. A strong background in telecom or subscription services is required.

Qualifications

• Bachelor's degree in a related field.
• 8+ years in Customer Service, Contact Center, or Billing Ops with at least 3 years in a managerial role.
• Experience leading teams of 30+ employees.
• Experience in telecom/ISP/pay-TV/subscription industries.
• Strong KPI knowledge (SLA, collection rate, churn).
• Excellent leadership, negotiation, and stakeholder management.

Responsibilities

• Oversee contact center operations across inbound calls, WhatsApp, and live chat.
• Monitor installation issues, service disruptions, and complaints; coordinate with Sales, Provisioning, Engineering, and NOC.
• Lead welcome calls for new customers; implement QA initiatives.
• Supervise billing ops: invoicing, payment posting, reconciliation, disputes, suspensions/reactivation.
• Drive collection improvements; promote auto-debit and other payment methods.
• Develop retention and churn prevention strategies with early warnings and reminders.
• Analyze data and risk profiles to prioritize retention and improve CX.
• Establish KPIs, manpower planning, and budgets; monitor via dashboards and reports.
• Coach managers to achieve targets and continuous improvement.

Skills

Leadership

Operations management

Quality Assurance

KPI monitoring

Excel

Dashboard analytics

Stakeholder management

Effective communication

Education

Bachelor's degree in Management/Business/Industrial Engineering or related fields

Tools

Excel

Operational dashboards

Job description

Oversee contact center operations across inbound calls, WhatsApp, and live chat to ensure service quality and SLA achievement.

Monitor customer installation issues, service disruptions, and complaints, ensuring timely resolution through cross-functional coordination with Sales, Provisioning, Engineering, and NOC teams.

Manage welcome calls for newly installed customers and implement Quality Assurance (QA) initiatives to maintain service standards.

Supervise billing operations, including invoicing, payment posting, reconciliation, billing disputes, and account suspension/reactivation processes.

Drive improvements in collection rates, reduce billing-related issues, and encourage auto-debit and other payment methods to minimize overdue accounts.

Develop and implement customer retention and churn prevention strategies, including early warning systems, payment reminders, and proactive retention offers.

Analyze operational data and customer risk profiles to prioritize retention efforts and improve overall customer experience.

Establish departmental KPIs, manpower planning, and budgets, while monitoring performance through operational dashboards and management reports.

Lead, coach, and develop managers and supervisors to achieve operational targets and continuous improvement.

Job Qualifications:

Bachelor's degree in Management, Business Administration, Industrial Engineering, or related fields.

Minimum 8 years of experience in Customer Service, Contact Center, or Billing Operations, with at least 3 years in a managerial role.

Proven experience managing multiple functions, such as Contact Center and Billing, with a team of at least 30 employees.

Experience in telecommunications, Internet Service Providers (ISP), pay-TV, or subscription-based service industries.

Strong understanding of service and business KPIs, including SLA, collection rate, and churn rate.

Strong analytical skills with proficiency in Microsoft Excel and operational dashboards.

Excellent leadership, negotiation, communication, and stakeholder management skills, including the ability to communicate effectively with senior management.