Real-Time Operations Lead: Monitoring & Performance

PT Dwi Cermat Indonesia; Jakarta Pusat; Sur place; IDR 216 000 000 - 360 000 000; Plein temps

Résumé du poste

PT Dwi Cermat Indonesia leads the Real Time Operations Monitoring Team, overseeing daily operations with a focus on accuracy and timely actions. You will review dashboards, ensure SLA adherence, and guide frontline teams.

The role requires strong leadership, KPI analysis, and risk management in fintech/financial services, with the ability to drive improvements and coaching across teams.

Qualifications

• Min. D3 in any field.
• Min. 2 years in contact center or collection ops, with at least 1 year in a supervisory role.
• Strong knowledge of Telemarketing and Collection processes (desk & field).
• Proven ability to manage teams, coach, and drive performance improvements.
• Skilled in analyzing operational KPIs, identifying trends, and implementing corrective actions.
• Familiar with compliance requirements and risk management in fintech/financial services.
• Proficient in reporting, monitoring tools, and MS Office/Google Workspace.
• Excellent leadership, communication, and decision-making skills.
• Able to work under pressure and adapt quickly to dynamic operational needs.

Responsabilités

• 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.

Connaissances

Leadership

Coaching

Communication

Decision making

KPI analysis

Risk management

Reporting

Office tools

Team management

Operational monitoring

Formation

Diploma (D3)

Outils

Monitoring tools

MS Office/Google Workspace

Description du poste

PT Dwi Cermat Indonesia leads the Real Time Operations Monitoring Team, overseeing daily operations with a focus on accuracy and timely actions. You will review dashboards, ensure SLA adherence, and guide frontline teams.

The role requires strong leadership, KPI analysis, and risk management in fintech/financial services, with the ability to drive improvements and coaching across teams.