Real-Time Contact Center Operations Analyst

PT Mitracomm Ekasarana; Tangerang; On-site; IDR 66,960,000 - 111,600,000; Full time

Job summary

PT Mitracomm Ekasarana in Indonesia seeks a Data & Operations Analyst to coordinate with agents and teams within a contact center. You will monitor SLA and AHT, read real-time reporting data, and drive performance through precise scheduling and reporting.

Requirements include a minimum S1 with GPA 3.00, 1 year in contact center ops, strong Excel/PowerPoint skills, and willingness to work shifts at BSD Serpong, Tangerang Selatan.

Qualifications

• Minimum S1 education with GPA ≥ 3.00.
• At least 1 year in contact center operations (RTFM/Desk Control or similar).
• Strong analytical capabilities.
• Proficient in Microsoft Office and data processing.

Responsibilities

• Coordinate with agents and teams using strong communication and leadership.
• Understand inbound call traffic flow and service metrics (SLA and AHT).
• Read and interpret real-time data from reporting tools.
• Master Excel and PowerPoint for data processing and reporting.
• Check attendance, tardiness, and identify discrepancies across services.
• Execute Action Plan/Recovery Plan when call volume increases.
• Strive to achieve set performance targets.
• Create daily reports and analyze service performance.
• Create work schedules for Agents and Team Leaders.

Skills

Analytical thinking

Communication

Leadership

Education

Bachelor's degree (S1)

Tools

Excel

PowerPoint

Reporting tools

Job description

PT Mitracomm Ekasarana in Indonesia seeks a Data & Operations Analyst to coordinate with agents and teams within a contact center. You will monitor SLA and AHT, read real-time reporting data, and drive performance through precise scheduling and reporting.

Requirements include a minimum S1 with GPA 3.00, 1 year in contact center ops, strong Excel/PowerPoint skills, and willingness to work shifts at BSD Serpong, Tangerang Selatan.