Customer Service Supervisor - Monee Credit (Yogyakarta)

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

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.