Customer Service Supervisor - Monee Credit
Customer Service Supervisor - Monee Credit
MoNeed- Posted 8 hours ago
- Be among the first 10 applicants
Job Description
Job Description
- Supervise daily L1 Call inbound & outbound operations, ensuring service level and productivity targets are consistently met.
- Monitor real-time agent performance dashboard (call attempts, connects, AHT, adherence) and take corrective action promptly.
- Manage agent scheduling, shift coverage, and attendance tracking.
- Track and drive agent KPI achievement across three core metrics: Productivity, CSAT, and QA Score.
- Partner with QA team for call validation, ensuring SOP compliance and zero tolerance for integrity violations.
- Escalate critical issues (hard complaints, fraud cases, system outages) promptly to Operations Lead.
- Minimum 1 years of experience in a supervisory role within call center/contact center/collection operations.
- Proven track record in managing team KPIs (productivity, CSAT, quality) and driving performance improvement.
- Strong coaching and people development skills — ability to develop new hires and underperforming agents.
- Experience with disciplinary processes (warnings, commitment letters, performance improvement plans).
- Proficient in data analysis — comfortable reading dashboards, interpreting performance metrics, and identifying root causes.
- Excellent communication skills in Bahasa Indonesia; working proficiency in English (for internal reporting).
- Experience working with BPO/outsourcing partners in a multi-vendor environment.
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