Real-Time Operations Monitoring Lead

Cermati; Jakarta Pusat; On-site; IDR 180,000,000 - 320,000,000; Full time

Job summary

Cermati is seeking a Real Time Operations Monitoring Team Leader to oversee the real-time floor monitoring team and ensure accurate, timely oversight of daily operations.

You will review live dashboards to uphold SLA, productivity, and compliance, coach frontline staff, identify risks, and drive corrective actions. The role requires strong leadership and data-driven decisions in a fintech services environment.

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.

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

Reporting

Communication

Decision making

Adaptability

Team supervision

Education

D3 (any field)

Tools

MS Office

Google Workspace

Job description

Cermati is seeking a Real Time Operations Monitoring Team Leader to oversee the real-time floor monitoring team and ensure accurate, timely oversight of daily operations.

You will review live dashboards to uphold SLA, productivity, and compliance, coach frontline staff, identify risks, and drive corrective actions. The role requires strong leadership and data-driven decisions in a fintech services environment.