Real-Time Operations Analyst – Contact Center

PT Indodana Multi Finance; Jakarta Utara; On-site; IDR 78,120,000 - 133,920,000; Full time

Job summary

PT Indodana Multi Finance is seeking an Operations Monitoring Specialist to oversee real-time activity of agents and field staff in Jakarta. The role focuses on ensuring adherence to processes, scripts, and compliance while tracking critical KPIs and providing immediate guidance to teams.

The ideal candidate holds a Diploma or Bachelor's degree with at least 1 year in contact center, telemarketing, or collections operations, and is comfortable working with live dashboards and monitoring tools.

Qualifications

• Diploma or bachelor's degree in any field.
• Minimum 1 year of experience in Contact Center, Telemarketing, or Collection Operations; fresh graduates with strong analytical skills may be considered.
• Familiar with basic KPIs in telemarketing/collection.
• Strong analytical and problem-solving skills with strong attention to detail.
• Ability to work with live dashboards, monitoring tools, and MS Office/Google Workspace.
• Strong communication and coordination skills; able to elevate issues clearly and quickly.
• Willing to work in shifts, including weekends/public holidays if required.

Responsibilities

• Monitor agent and field staff activities in real time to ensure adherence to processes, scripts, and compliance standards.
• Track operational KPIs such as call volumes, queue status, collection performance, and conversion rates.
• Identify and elevate irregularities, performance gaps, or potential compliance risks immediately.
• Provide instant support and guidance to teams to resolve issues on the spot.
• Collaborate with supervisors and managers to optimize resource allocation and improve efficiency.
• Generate concise daily insights floor performance to support decision-making.

Skills

Analytical skills

Problem solving

Attention to detail

Communication

Coordination

Shift work

Education

Diploma/Bachelor's degree

Tools

MS Office

Google Workspace

Job description

PT Indodana Multi Finance is seeking an Operations Monitoring Specialist to oversee real-time activity of agents and field staff in Jakarta. The role focuses on ensuring adherence to processes, scripts, and compliance while tracking critical KPIs and providing immediate guidance to teams.

The ideal candidate holds a Diploma or Bachelor's degree with at least 1 year in contact center, telemarketing, or collections operations, and is comfortable working with live dashboards and monitoring tools.