VIP Relations - Team Leader

MitraComm; Jakarta Selatan; On-site; IDR 133,920,000 - 200,880,000; Full time

Job summary

MitraComm is seeking an Analytics & Operations Professional in Jakarta to develop KPI dashboards and analyze ticket trends for process improvements. You will prepare executive summaries and coordinate with cross-functional teams to ensure SLA compliance and project progress.

The role requires advanced Excel, Power BI or Looker Studio proficiency, and strong analytical and communication skills. English proficiency is a plus.

Qualifications

• Proficient in advanced Excel features (PivotTables, XLOOKUP, Power Query).
• Experience with Power BI or Looker Studio (basic to intermediate).
• SQL is an advantage.
• Strong analytical thinking and stakeholder management.

Responsibilities

• Prepare daily, weekly, and monthly KPI dashboards.
• Analyze ticket trends, aging, backlog, repeat complaints, and SLA.
• Create management presentations and executive summaries.
• Perform root cause analysis and recommend improvements.
• Monitor VIP & L2 ticket queues and track SLA compliance.
• Coordinate with NOC, Field Operations, Vendor, IT, and Customer Care.
• Escalate critical customer cases based on priority.
• Follow up enhancement initiatives with IT.
• Prepare Meeting Minutes (MoM) and action trackers.
• Monitor project progress and implementation timelines.
• Maintain SOPs and operational documentation.

Skills

Advanced Excel

Analytical thinking

Communication & stakeholder management

English proficiency

Tools

Power BI

Looker Studio

SQL

Power Query

Pivot Tables

XLOOKUP

Job description

Reporting & Analytics

• Prepare daily, weekly, and monthly KPI dashboards.
• Analyze ticket trends, aging, backlog, repeat complaints, and SLA.
• Create management presentations and executive summaries.
• Perform root cause analysis and recommend improvements.

Operations Governance

• Monitor VIP & L2 ticket queues.
• Track SLA compliance and follow up on overdue cases.
• Coordinate with NOC, Field Operations, Vendor, IT, and Customer Care.
• Escalate critical customer cases based on priority.

Project & Process Management

• Follow up enhancement initiatives with IT.
• Prepare Meeting Minutes (MoM) and action trackers.
• Monitor project progress and implementation timelines.
• Maintain SOPs and operational documentation.

Required Skills

• Advanced Microsoft Excel (Pivot Table, XLOOKUP, Power Query preferred)
• PowerPoint presentation design
• Power BI or Looker Studio (basic to intermediate)
• SQL is an advantage
• Strong analytical thinking
• Good communication and stakeholder management
• English proficiency is a plus