Real-Time Floor Monitoring (RTFM)

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

This role involves coordinating with agents and other teams in a contact center environment, monitoring call traffic metrics such as SLA and AHT, and analyzing real-time data from reporting tools.

Key responsibilities

• Coordinate with agents or other teams using strong communication and leadership skills
• Understand inbound call traffic flow and contact center service metrics such as SLA and AHT
• Read, understand, and interpret real-time data from reporting tools at regular intervals
• Master Microsoft Office, particularly Excel for data processing and reporting, and PowerPoint
• Check attendance, tardiness, and identify any discrepancies across all contact center 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

About you

• Minimum S1 education from any major
• Minimum GPA of 3.00
• Minimum 1 year experience as RTFM, Desk Control, or similar position in contact center operations
• Strong analytical capabilities
• Proficient in Microsoft Office and data processing
• Accustomed to working with deadlines
• Willing to be on standby via phone outside working hours if required
• Willing to work shifting schedules
• Willing to be placed in BSD Serpong, Tangerang Selatan