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Real Time Operations Monitoring Team Leader
Cermati · Jakarta, Jakarta, id
Sekilas tentang pekerjaan ini
Cermati membuka posisi Real Time Operations Monitoring Team Leader di Jakarta. Posisi ini memimpin pemantauan operasional harian dan mendukung peningkatan kinerja tim, dengan persyaratan pengalaman di contact center atau operasional collection serta pengalaman kepemimpinan.
Tugas utama
- Memimpin tim pemantauan operasional secara real time
- Memantau dashboard dan memastikan kepatuhan terhadap SLA, produktivitas, serta prosedur
- Membimbing petugas pemantauan dan tim frontline
- Mengidentifikasi risiko atau pelanggaran dan mengoordinasikan tindakan korektif
- Menyusun laporan kinerja, insiden, dan inisiatif perbaikan
Kualifikasi utama
- Minimal D3 dari semua jurusan
- Minimal 2 tahun pengalaman di contact center atau operasional collection
- Minimal 1 tahun pengalaman sebagai supervisor atau team leader
- Memahami proses Telemarketing dan Collection desk maupun field
- Mampu menganalisis KPI operasional serta menggunakan tools monitoring dan MS Office/Google Workspace
Ringkasan ini dibuat dengan AI dari deskripsi di bawah. Yang berlaku adalah deskripsi lengkapnya di situs Cermati.
Deskripsi pekerjaan
- Lead and supervise the real-time floor monitoring team to ensure accurate and timely oversight of daily operations. - Review live performance dashboards, ensuring SLA adherence, productivity, and compliance across all functions. - Provide coaching, guidance, and escalation support to monitoring officers and frontline teams. - Identify operational risks, compliance breaches, or irregularities and coordinate immediate corrective actions. - Collaborate with management to optimize processes, resource allocation, and campaign effectiveness. - Prepare and present summary reports on performance, incidents, and improvement initiatives.
- Min. D3 any fields. 2. Min. 2 years of experience in contact center or collection operations, with at least 1 years in a supervisory/team leader role. 3. Strong knowledge of Telemarketing and Collection processes (desk & field). 4. Proven ability to manage teams, provide coaching, and drive performance improvements. 5. Skilled in analyzing operational KPIs, identifying trends, and implementing corrective actions. 6. Familiar with compliance requirements and risk management in fintech/financial services. 7. Proficient in reporting, monitoring tools, and MS Office/Google Workspace. 8. Excellent leadership, communication, and decision-making skills. 9. Able to work under pressure and adapt quickly to dynamic operational needs.
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