Head of Contact Center & Billing Excellence

PT Cemerlang Multimedia; Bogor; On-site; IDR 446,400,000 - 669,600,000; Full time

Job summary

PT Cemerlang Multimedia seeks an experienced operations leader to oversee contact center activities across inbound calls, WhatsApp, and live chat, ensuring SLA achievement and service quality.

You will supervise billing, drive collection improvements, and implement QA initiatives while coordinating with Sales, Provisioning, Engineering, and NOC teams. A strong background in telecom or subscription services is required.

Qualifications

• Bachelor's degree in a related field.
• 8+ years in Customer Service, Contact Center, or Billing Ops with at least 3 years in a managerial role.
• Experience leading teams of 30+ employees.
• Experience in telecom/ISP/pay-TV/subscription industries.
• Strong KPI knowledge (SLA, collection rate, churn).
• Excellent leadership, negotiation, and stakeholder management.

Responsibilities

• Oversee contact center operations across inbound calls, WhatsApp, and live chat.
• Monitor installation issues, service disruptions, and complaints; coordinate with Sales, Provisioning, Engineering, and NOC.
• Lead welcome calls for new customers; implement QA initiatives.
• Supervise billing ops: invoicing, payment posting, reconciliation, disputes, suspensions/reactivation.
• Drive collection improvements; promote auto-debit and other payment methods.
• Develop retention and churn prevention strategies with early warnings and reminders.
• Analyze data and risk profiles to prioritize retention and improve CX.
• Establish KPIs, manpower planning, and budgets; monitor via dashboards and reports.
• Coach managers to achieve targets and continuous improvement.

Skills

Leadership

Operations management

Quality Assurance

KPI monitoring

Excel

Dashboard analytics

Stakeholder management

Effective communication

Education

Bachelor's degree in Management/Business/Industrial Engineering or related fields

Tools

Excel

Operational dashboards

Job description

PT Cemerlang Multimedia seeks an experienced operations leader to oversee contact center activities across inbound calls, WhatsApp, and live chat, ensuring SLA achievement and service quality.

You will supervise billing, drive collection improvements, and implement QA initiatives while coordinating with Sales, Provisioning, Engineering, and NOC teams. A strong background in telecom or subscription services is required.