Real-Time Operations Floor Lead | SLA & Performance Coach

Cermati Fintech Group; Jakarta Pusat; On-site; IDR 111,600,000 - 200,880,000; Full time

Job summary

Cermati Fintech Group is seeking a Lead Real-Time Floor Monitoring Supervisor to oversee daily operations, coach frontline teams, and ensure accurate, timely oversight. You will monitor live dashboards for SLA adherence and drive continuous improvement across functions.

The role requires at least 2 years in contact center or collections, with supervisory experience, and strong skills in KPIs, reporting, and risk management.

Qualifications

• D3 minimum in any field.
• 2+ years in contact center or collection ops, incl. 1+ year in supervision.
• Strong knowledge of Telemarketing and Collection processes.
• Proven ability to manage teams and drive performance.
• Analytical with KPIs, trends, and corrective actions.
• Familiar with fintech/financial services compliance and risk management.
• Proficient in reporting tools and MS Office/Google Workspace.
• Excellent leadership and communication skills.
• Ability to work under pressure and adapt to dynamic ops.

Responsibilities

• Lead and supervise the real-time floor monitoring team to ensure accurate and timely oversight of daily operations.
• Review live performance dashboards, ensuring SLA adherence, productivity, and compliance across all functions.
• Provide coaching, guidance, and escalation support to monitoring officers and frontline teams.
• Identify operational risks, compliance breaches, or irregularities and coordinate immediate corrective actions.
• Collaborate with management to optimize processes, resource allocation, and campaign effectiveness.
• Prepare and present summary reports on performance, incidents, and improvement initiatives.

Skills

Leadership

Coaching

KPI analysis

Communication

Decision making

Risk management

Education

D3 (any field)

Tools

MS Office

Google Workspace

Job description

Cermati Fintech Group is seeking a Lead Real-Time Floor Monitoring Supervisor to oversee daily operations, coach frontline teams, and ensure accurate, timely oversight. You will monitor live dashboards for SLA adherence and drive continuous improvement across functions.

The role requires at least 2 years in contact center or collections, with supervisory experience, and strong skills in KPIs, reporting, and risk management.