Customer Service Supervisor - Monee Credit

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

Customer Service Supervisor - Monee Credit

Experienced (Individual Contributor) Yogyakarta

About Monee

Monee is a leading digital payments and financial services provider in Southeast Asia, with a growing presence in Latin America. Its mission is to better the lives of individuals and businesses in the region with financial services through technology.

Monee delivers a comprehensive range of digital financial products and services, including mobile wallets, payment processing, credit, banking, and insurtech. By leveraging technology and strategic partnerships, Monee aims to drive greater digital financial inclusion, convenience, and accessibility for individuals and small businesses across Southeast Asia and Latin America.

Monee is part of Sea Limited, a global technology company.

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.