Real Time Operations Monitoring Team Leader

Cermati.com; Jakarta Pusat; On-site; IDR 100,440,000 - 167,400,000; Full time

Job summary

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

You will review live dashboards for SLA adherence, productivity, and compliance across functions, provide coaching to monitoring officers and frontline teams, and escalate issues when needed. You will identify risks and coordinate corrective actions with management to optimize processes.

Qualifications

• Requires a D3 diploma in any field.
• Minimum 2 years of contact center or collection ops experience, with at least 1 year in a supervisory role.
• Strong knowledge of Telemarketing and Collection processes (desk & field).
• Proven ability to lead teams, coach, and drive performance improvements.
• Ability to analyze KPIs, spot trends, and implement 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.
• Ability to work under pressure and adapt to dynamic ops.

Responsibilities

• Lead and supervise real-time floor monitoring team to ensure timely oversight.
• Review live dashboards for SLA adherence, productivity, and compliance.
• Provide coaching and escalation support to monitoring officers and frontline teams.
• Identify risks, breaches, or irregularities and coordinate corrective actions.
• Collaborate with management to optimize processes and resource allocation.
• Prepare and present performance and incident summary reports.

Skills

Team leadership

Coaching & development

KPI analysis

Compliance & risk management

Reporting & analytics

MS Office & Google Workspace

Communication & decision making

Pressure handling & adaptability

Telemarketing & collections knowledge

Education

D3 Diploma

Tools

MS Office

Google Workspace

Job description

Real Time Operations Monitoring Team Leader

• Full-time

Job Description

• 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.

Requirements

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