Customer Experience Lead

PT Dom Pizza Indonesia; Jakarta Selatan; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Domino's Pizza Indonesia is seeking a Customer Experience Lead to join the Customer Experience team. You will oversee daily contact center operations, monitor team performance, drive KPI achievement, and ensure excellent customer experience across all communication channels.

You will also lead agent development, manage workforce scheduling, analyze performance, and implement continuous improvement initiatives.

Qualifications

• Bachelor's degree required; diploma graduates with relevant experience may be considered.
• Minimum 3 years in contact center with team leadership or supervisory responsibilities.
• Active English communication skills, both written and spoken.
• Advanced proficiency in Excel or Google Sheets, including Pivot Tables, Lookup, formulas and dashboards.
• Strong understanding of contact center metrics (SLA, AHT, Abandon Rate, FCR, QA, Occupancy, Shrinkage), forecasting, and roster management.
• Proficient in PowerPoint and familiar with ticketing systems and contact center platforms.
• Strong leadership, coaching, analytical and communication skills, with ability to make decisions under pressure.
• Willing to work in shifts, including weekends, public holidays, and peak periods.

Responsibilities

• Oversee daily contact center operations and monitor performance.
• Drive agent KPI achievement and ensure excellent customer experience across channels.
• Lead agent development and manage workforce scheduling.
• Analyze operational performance and implement continuous improvement initiatives.
• Analyze daily, weekly, and monthly metrics: volume, service level, AHT, abandon rate, QA scores, ticket aging, survey results.
• Prepare and present performance reports and insights to management.
• Handle customer escalations and ensure tickets are updated and resolved within SLA.
• Provide coaching and regular performance feedback to team members.

Skills

Leadership

Analytical skills

Communication skills

English proficiency

Excel/Sheets dashboards

Ticketing systems

Contact center platforms

Forecasting/roster management

Decision making under pressure

Education

Bachelor's degree

Diploma with relevant experience

Tools

Microsoft Excel

Google Sheets

Microsoft PowerPoint

Ticketing systems

Contact center platforms

Job description

Domino's Pizza Indonesia is looking for a Customer Experience Lead to join our Customer Experience team. In this role, you will be responsible for overseeing daily contact center operations, monitoring team performance, driving agent KPI achievement, and ensuring excellent customer experience across all communication channels. You will also lead agent development, manage workforce scheduling, analyze operational performance, and implement continuous improvement initiatives.

Analyze daily, weekly, and monthly contact center performance, including contact volume, service level, AHT, abandon rate, QA scores, ticket aging, and customer survey results.

Develop and execute monthly and quarterly KPI achievement plans, including target setting, gap analysis, improvement initiatives, and performance tracking through agent scorecards.

Lead agent performance management through regular coaching, one on one sessions, quality evaluations, and QA calibration.

Manage weekly and monthly agent rosters based on operational needs, forecasted contact volumes, weekends, and peak periods.

Monitor real time contact center operations, including queue performance, agent availability, break schedules, and workload distribution.

Handle customer escalations and ensure tickets are properly updated and resolved within SLA.

Prepare and present regular performance reports, key insights, and improvement recommendations to management.

Bachelor's Degree in any field (Diploma graduates with relevant experience may be considered).

Minimum 3 years of contact center experience, including team leadership or supervisory responsibilities.

Active English communication skills, both written and spoken.

Advanced proficiency in Microsoft Excel or Google Sheets, including Pivot Tables, Lookup functions, formulas, and dashboards.

Strong understanding of contact center metrics (Service Level, AHT, Abandon Rate, FCR, QA, Occupancy, and Shrinkage), forecasting, and roster management.

Proficient in Microsoft PowerPoint and familiar with ticketing systems and contact center platforms.

Strong leadership, coaching, analytical, and communication skills, with the ability to make decisions under pressure.

Willing to work in shifts, including weekends, public holidays, and peak periods.