Team Leader Contact Center (YGY)

Jakarta; Kota Yogyakarta; On-site; IDR 89,280,000 - 111,600,000; Full time

Job summary

A global company is seeking individuals to join their Contact Center team in Yogyakarta. Responsibilities include monitoring daily operations, maintaining KPIs, and quality monitoring of agents. The ideal candidate should have a minimum of 1 year experience, preferably in Ecommerce, and possess strong communication skills. Fluency in both spoken and written English is mandatory. The position requires a willingness to work on a shifting schedule, fostering a collaborative work environment.

Qualifications

• Have minimum 1 year experience in the same position.
• Willing to be placed in Semarang and working on shifting schedule.

Responsibilities

• Monitoring daily activity of Contact Center Operation.
• Maintain KPI Contact Center (CSAT, FCR, AHT, etc).
• Quality Monitoring for Agent performance.
• Escalation and ticket solving process.

Skills

Fluent in English (speaking and writing)

Customer experience oriented

Good communication skills

Strong analytical thinking

Fast learner

Problem solver

Teamwork player

Education

Minimum D3/S1 education background

Job description

Be part of a great team from a global company

Join our global company and unlock limitless opportunities as you collaborate with a diverse and talented team. Together, we redefine success, inspire innovation, and create a world of endless possibilities.

• Monitoring daily activity of Contact Center OperationMaintain KPI Contact Center (CSAT, FCR, AHT, etc)Quality Monitoring fo Agent performanceEscalation and ticket solving process

Skill Requirements

• Minimum D3/S1 education backgroundFluent in english is a must both speaking and writingHave minimum 1 year experienced in the same positionHave strong knowledge in EcommerceCustomer esperience oriented and team work playerGood communication and strong analytical thinkingFast learner and problem solverWilling to be placed in Semarang and working on shifting scheduled