Service Excellence & Analytics Manager

Astro Indonesia; Jakarta Barat; On-site; IDR 180,000,000 - 330,000,000; Full time

Job summary

Astr o Indonesia seeks a Service Excellence & Analytics Junior Manager to act as the central intelligence and quality engine of the Contact Center.

This role drives continuous improvement across customer operations by integrating workforce optimization, frontline quality governance, and data-driven customer insights As our Astronaut, your missions are to direct and align three core sub-functions: QA & Training, Customer Insight, and WFM, while ensuring data from Insights informs curricula and

Qualifications

• Bachelor's degree in a relevant field.
• 3-5 years of CX strategy or related work.
• Understanding of WFM, QA/training, and customer analytics.
• Ability to influence cross-functional stakeholders without direct authority.
• Proficient in SQL and BI tools to validate data.

Responsibilities

• Direct and align QA & Training, Customer Insight, and WFM.
• Drive initiatives to reduce complaint volume and improve FCR.
• Partner with Product, Tech, Operations, Marketing to fix root causes.
• Establish RCA frameworks (5 Whys, Fishbone, FMEA) and track ROI.
• Lead cross-department task forces during disruptions.

Skills

WFM

QA & Training

Customer Insight

Data Analytics

Education

Bachelor's degree in Data Analytics, Statistics, CS, IS, or Economics

Tools

SQL

Looker Studio

Tableau

Power BI

Zendesk

Salesforce

Genesys

Freshdesk

Job description

Astr o Indonesia seeks a Service Excellence & Analytics Junior Manager to act as the central intelligence and quality engine of the Contact Center.

This role drives continuous improvement across customer operations by integrating workforce optimization, frontline quality governance, and data-driven customer insights As our Astronaut, your missions are to direct and align three core sub-functions: QA & Training, Customer Insight, and WFM, while ensuring data from Insights informs curricula and