Frontline Supervisor (Yogyakarta)

Role Description

• Ensure frontline team attendance and readiness in line with operational schedules.
• Monitor omni-channel performance (Chat, Email, Call) in real-time to maintain service quality and SLA.
• Manage manpower allocation and provide support during high queue volumes.
• Handle escalations and support team in resolving cases.
• Coordinate with internal teams and vendors to ensure smooth operations and system readiness.
• Conduct coaching and mentoring to improve team performance.
• Support recruitment and onboarding of frontline team members.
• Analyze weekly performance based on KPIs and provide data-driven insights.
• Deliver regular reports and updates to stakeholders.

Qualifications

• Minimum Diploma/Bachelor's degree in any field.
• 3–5 years of experience in Customer Service/Contact Center, including at least 2 years in a supervisory role.
• Strong understanding of customer service operations (chat, email, call, social media, etc.).
• Familiar with CRM tools (experience with Salesforce or similar is a plus).
• Proven leadership, coaching, and performance management skills.
• Strong analytical skills (CSAT, SLA, productivity, forecasting).
• Able to make quick decisions and solve problems under pressure.
• Experience in manpower planning and real-time management (RTM).
• Excellent communication, presentation, and stakeholder management skills.
• Able to collaborate across functions (Operations, Vendor, Product, etc.).
• Target-driven and adaptable in a dynamic environment. (Placement: Yogyakarta)