Customer Service Supervisor - Monee Credit (Yogyakarta)

Monee; Daerah Istimewa Yogyakarta; Presencial; IDR 150.000.000 - 260.000.000; Jornada completa

Descripción de la vacante

Monee, a leading contact center partner, seeks a Supervisory professional to manage daily L1 call operations in Indonesia. You will oversee a team, monitor dashboards, and drive KPI performance across productivity, CSAT, and QA scores while ensuring adherence to SOPs and escalation procedures.

Ideal candidates bring at least 1 year in a supervisory role, strong coaching skills, and proficiency in Bahasa Indonesia with working English for reporting.

Formación

• Minimum 1 year in a supervisory role within call center or BPO/collections ops.
• Proven track record in managing team KPIs (productivity, CSAT, quality).
• Strong coaching and people development skills.
• Experience with disciplinary processes (warnings, PIP).
• Proficient in data analysis and reading dashboards to identify root causes.
• Excellent Bahasa Indonesia; working English for internal reporting.

Responsabilidades

• Supervise daily L1 call inbound & outbound operations; ensure SLAs 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 agent KPI achievement across Productivity, CSAT, and QA Score.
• Partner with QA team for call validation and SOP compliance; ensure zero integrity violations.
• Escalate critical issues (hard complaints, fraud, system outages) to Operations Lead.

Conocimientos

Coaching

Data analysis

Communication

KPI management

Descripción del empleo

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.