Customer Service Supervisor - KPI & QA Coach

Moneep; Indonesia; On-site; IDR 108,000,000 - 180,000,000; Full time

Job summary

Moneep is seeking an experienced Call Center Supervisor to oversee daily L1 inbound and outbound operations, ensuring SLA and productivity targets are met. You will monitor real-time dashboards, manage scheduling, attendance, and drive KPI achievement across Productivity, CSAT, and QA Score in a multi-vendor BPO environment.

You will coach agents, implement disciplinary processes, and collaborate with QA to ensure SOP compliance and issue escalation to the Operations Lead as needed.

Qualifications

• > Minimum 1 year of experience in a supervisory role within call center/collection operations.
• "> Proven track record in managing team KPIs and driving performance improvement.
• "> Strong coaching and people development skills.
• "> Experience with disciplinary processes (warnings, performance plans).
• "> Proficient in data analysis and dashboards; identify root causes.
• "> Excellent communication in Bahasa Indonesia; working proficiency in English.
• "> Experience with multi-vendor BPO/outsourcing environments.

Responsibilities

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

Skills

Supervisory experience

KPI management

Coaching & development

Data analysis

Bahasa Indonesia

English reporting

Tools

Dashboard software

Scheduling tools

Job description

Moneep is seeking an experienced Call Center Supervisor to oversee daily L1 inbound and outbound operations, ensuring SLA and productivity targets are met. You will monitor real-time dashboards, manage scheduling, attendance, and drive KPI achievement across Productivity, CSAT, and QA Score in a multi-vendor BPO environment.

You will coach agents, implement disciplinary processes, and collaborate with QA to ensure SOP compliance and issue escalation to the Operations Lead as needed.