Real-Time Operations Monitoring Lead

PT Indodana Multi Finance; Jakarta Utara; On-site; IDR 111,600,000 - 223,200,000; Full time

Job summary

PT Indodana Multi Finance is hiring a Real Time Operations Monitoring Team Leader to oversee the real-time floor monitoring group, ensuring accurate daily oversight and SLA adherence. You will coach monitoring officers, manage escalations, and work with management to improve processes and resources across campaigns.

The role requires 2+ years in contact center or collection operations with supervisory experience, strong KPI analysis, and solid knowledge of fintech compliance requirements.

Qualifications

• Minimum of a D3 in any field.
• At least 2 years of experience in contact center or collection operations, with 1+ year in a supervisory/team leader role.
• Strong knowledge of Telemarketing and Collection processes (desk & field).
• Proven ability to manage teams, provide coaching, 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.

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

Communication

Decision making

Education

Diploma 3 (D3)

Tools

MS Office

Google Workspace

Job description

PT Indodana Multi Finance is hiring a Real Time Operations Monitoring Team Leader to oversee the real-time floor monitoring group, ensuring accurate daily oversight and SLA adherence. You will coach monitoring officers, manage escalations, and work with management to improve processes and resources across campaigns.

The role requires 2+ years in contact center or collection operations with supervisory experience, strong KPI analysis, and solid knowledge of fintech compliance requirements.