Customer Experience Lead - Call Center Operations

Monee; Kota Yogyakarta; On-site; IDR 66,960,000 - 133,920,000; Full time

Job summary

Monee is seeking a Customer Service Supervisor to lead L1 call operations in Yogyakarta. You will monitor agent performance, manage scheduling, and drive KPIs for productivity, CSAT, and QA scores. Strong coaching and discipline experience are essential for team growth.

Ideal candidates have at least 1 year in a supervisory role within a contact center, with robust data analysis skills and bilingual communication abilities for internal reporting.

Qualifications

• Minimum 1 year of supervisory experience in call center/collection operations.
• Proven track record in managing team KPIs (productivity, CSAT, quality).
• Strong coaching and people development skills to uplift new hires and underperforming agents.
• Experience with disciplinary processes (warnings, commitment letters, PIP).
• Proficient in data analysis; comfortable with dashboards and performance metrics.

Responsibilities

• Supervise daily L1 call inbound & outbound operations, ensuring service level and productivity targets are met.
• Monitor real-time agent performance dashboard and take corrective action promptly.
• Manage agent scheduling, shift coverage, and attendance tracking.
• Track and drive agent KPI achievement across Productivity, CSAT, and QA Score.
• Partner with QA for call validation and SOP compliance; escalate critical issues to Operations Lead.

Skills

Team leadership

KPI management

Coaching

Data analysis

Communication

Multilingual (English & Bahasa)

Job description

Monee is seeking a Customer Service Supervisor to lead L1 call operations in Yogyakarta. You will monitor agent performance, manage scheduling, and drive KPIs for productivity, CSAT, and QA scores. Strong coaching and discipline experience are essential for team growth.

Ideal candidates have at least 1 year in a supervisory role within a contact center, with robust data analysis skills and bilingual communication abilities for internal reporting.