Customer Service Supervisor - Monee Credit

Moneed; Indonesia; On-site; IDR 89,280,000 - 145,080,000; Full time

Job summary

Moneed is seeking a supervisory Call Center Lead to oversee daily L1 inbound and outbound operations in Indonesia.

You will monitor real-time dashboards, coach agents, manage scheduling, and drive KPI performance across Productivity, CSAT, and QA.

Collaborate with QA, enforce SOPs, and escalate critical issues to the Operations Lead to maintain service levels.

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.
• Experience with disciplinary processes (warnings, performance improvement plans).
• Proficient in data analysis — comfortable reading dashboards and identifying root causes.
• Excellent communication skills in Bahasa Indonesia; working proficiency in English for internal reporting.

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 team for call validation, ensuring SOP compliance and zero tolerance for integrity violations.
• Escalate critical issues to Operations Lead promptly.

Skills

Team leadership

KPI management

Coaching & development

Data analysis

Communication (Bahasa Indonesia)

Tools

Dashboard software

Call center software

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.