Real Time Floor Monitoring (TEGAL)

PT Transcosmos Indonesia, a joint venture between Transcosmos Inc. and CBN (a member of the Salim Group), is a Global Digital Transformation Partner in Customer Experience Solutions and Digital Marketing Solutions.

Responsibilities:

- Monitor real-time operational dashboards, track agent status and queue conditions, and proactively identify potential overload or service issues across all channels.

- Perform agent rebalancing and coordinate with Workforce Management to adjust schedules or allocations in order to maintain service level and volume targets.

- Track and analyze key performance metrics including AHT, FCR, Service Level, and call volumes, ensuring performance stays within defined thresholds.

- Escalate potential SLA breaches and KPI deviations to Supervisor, and prepare daily real-time performance reports for operational visibility.

Requirements:

- Min. Associate Degree (D3) in any major.

- At least 1 year of experience in contact center as RTFM.

- Good analytical skills, strong real-time monitoring and operational control skills in a contact center environment.

- Solid understanding of contact center KPIs (AHT, FCR, CSAT, SLA).

- Ability to perform agent rebalancing and manage multi-channel operations.

- Effective communication skills for escalation and coordination with stakeholders.

- Proficient in using dashboards, reporting tools, and Microsoft Excel/Spreadsheet.

- Able to join immediately.

- Willing to work with a shifting schedule.

- Willing to be placed in Tegal, Central Java.

Kindly submit your application through link: bit.ly/TCIDTGL

With our commitment to ensuring employee comfort at TCID, here are some of the benefits we offer:

• Fulfilling Career
• Professional Growth
• Work-Life Balance (Variety of Sports Activities, Wellness Programs, etc.)
• Growing Culture