Company Description
Job Description
- Monitor agent and field staff activities in real time to ensure adherence to processes, scripts, and compliance
standards.
- Track operational KPIs such as call volumes, queue status, collection performance, and conversion rates.
- Identify and escalate irregularities, performance gaps, or potential compliance risks immediately.
- Provide instant support and guidance to teams to resolve issues on the spot.
- Collaborate with supervisors and managers to optimize resource allocation and improve efficiency.
- Generate concise daily insights on floor performance to support decision-making.
Qualifications
- Diploma/Bachelor's degree in any field
- Min. 1 year of experience in Contact Center, Telemarketing, or Collection Operations (fresh graduates with strong
analytical skills may be considered).
- Familiar with basic KPIs in telemarketing/collection.
- Good analytical and problem-solving skills with strong attention to detail.
- Ability to work with live dashboards, monitoring tools, and MS Office/Google Workspace.
- Strong communication and coordination skills; able to escalate issues clearly and quickly.
- Willing to work in shifts, including weekends/public holidays if required.
