Real-Time Call Center Operations Lead

Monee; Daerah Istimewa Yogyakarta; On-site; IDR 55,800,000 - 100,440,000; Full time

Job summary

Monee in Yogyakarta is seeking an operations monitor specialist to oversee real-time dashboard activity for agents, monitor attendance and SLA performance, and help desks meet daily targets.

You will detect idle time, high call queues, or absenteeism in real time, propose fixes to supervisors, collect data for reports, and coordinate with IT during outages while managing system accounts.

Qualifications

• Bachelor's degree required
• 1-2 years of experience in call center operations, desk collection, or real-time monitoring
• Familiarity with real-time monitoring dashboards for call centers such as Genesys, Avaya, Cisco, or CRM tools
• Familiarity with Microsoft Office (e.g Google Sheet , Excel , Word , Power point , etc)
• Ability to analyze operational data (e.g., call metrics such as AHT, adherence, occupancy, SLA, etc)
• Capable of identifying and resolving technical or operational issues in real time

Responsibilities

• Monitor real-time dashboard activity, including agent statuses (idle, busy, on-call), attendance (adherence), and SLA performance.
• Ensure call center and desk collection teams meet daily targets such as call volume, issue resolution, or payment collection.
• Identify issues like excessive idle time, high call queue volumes, or absenteeism in real time.
• Provide recommendations or elevate to supervisors to resolve operational issues.
• Collect real-time data and prepare periodic reports on agent productivity, adherence, and call metrics.
• Collaborate with IT or technical teams to troubleshoot telephony, dialer, or CRM systems during outages.
• System Account Creation and Management.

Skills

Real-time monitoring

Call center operations

Data analysis

Problem solving

Education

Bachelor's degree

Tools

Genesys

Avaya

Cisco

CRM tools

Microsoft Excel

Job description

Monee in Yogyakarta is seeking an operations monitor specialist to oversee real-time dashboard activity for agents, monitor attendance and SLA performance, and help desks meet daily targets.

You will detect idle time, high call queues, or absenteeism in real time, propose fixes to supervisors, collect data for reports, and coordinate with IT during outages while managing system accounts.