Customer Service Supervisor - Monee Credit

Monee; Daerah Istimewa Yogyakarta; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

Join Monee as a Call Center Supervisor in Indonesia. You will oversee daily inbound and outbound L1 operations, ensuring service levels and productivity targets are met, while monitoring real-time dashboards.

You will coach agents, manage scheduling, oversee KPI performance (Productivity, CSAT, QA), and collaborate with QA to ensure SOP compliance. Strong Bahasa Indonesia and English report writing are required.

Qualifications

• Minimum 1 year of experience in a supervisory role within call center operations.
• Proven track record in managing team KPIs (productivity, CSAT, quality).
• Strong coaching and people development skills for new hires and underperforming agents.
• Experience with disciplinary processes (warnings, commitment letters, performance improvement plans).
• Proficient in data analysis and dashboard reading to identify root causes.
• Excellent Bahasa Indonesia; working English for internal reporting.
• Experience with BPO/outsourcing partners in a multi-vendor environment.

Responsibilities

• Supervise daily L1 call inbound & outbound operations, ensuring service level and productivity targets are consistently 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 team for call validation, ensuring SOP compliance and zero tolerance for integrity violations.
• Escalate critical issues to Operations Lead.

Skills

Team supervision

KPI management

Coaching

Disciplinary processes

Data analysis

Bahasa Indonesia

Tools

Dashboard analytics

Job description

Job Description

• Supervise daily L1 Call inbound & outbound operations, ensuring service level and productivity targets are consistently met.
• Monitor real-time agent performance dashboard (call attempts, connects, AHT, adherence) and take corrective action promptly.
• Manage agent scheduling, shift coverage, and attendance tracking.
• Track and drive agent KPI achievement across three core metrics: Productivity, CSAT, and QA Score.
• Partner with QA team for call validation, ensuring SOP compliance and zero tolerance for integrity violations.
• Escalate critical issues (hard complaints, fraud cases, system outages) promptly to Operations Lead.

Requirements

• Minimum 1 years of experience in a supervisory role within call center/contact center/collection operations.
• Proven track record in managing team KPIs (productivity, CSAT, quality) and driving performance improvement.
• Strong coaching and people development skills — ability to develop new hires and underperforming agents.
• Experience with disciplinary processes (warnings, commitment letters, performance improvement plans).
• Proficient in data analysis — comfortable reading dashboards, interpreting performance metrics, and identifying root causes.
• Excellent communication skills in Bahasa Indonesia; working proficiency in English (for internal reporting).
• Experience working with BPO/outsourcing partners in a multi-vendor environment.