Banking Contact Center Supporting Team (Supervisor, Team Leader, Trainer, RTFM)

Banking Contact Center Supporting Team (Supervisor, Team Leader, Trainer, RTFM) 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.

Job Description

Monitoring Contact center operations and coordinating to maintain KPI achievement according to SLA.

Carrying out the primary job responsibilities of the position applied for in order to support Contact Center performance and ensure smooth service delivery.

Coaching, training, and monitoring Contact Center Agents to improve quality, productivity, and customer satisfaction.

Analyze and assess the performance of the Contact center Agent.

Handle escalated customer issues and provide guidance to ensure timely resolution.

Identifying areas for improvement and implement action plans.

Requirements

Minimum D3 in any major (GPA 2.75 or higher is preferred).

At least 2 years of experience in a Contact Center Banking Industry, preferably as an RTFM, Trainer, Team Leader (TL), or Supervisor.

Strong understanding of the responsibilities and expectations of the position being applied for, including operational, coaching, and performance management duties.

Proficient in using Contact Center tools, CRM systems, reporting dashboards, and Microsoft Office (Excel, PowerPoint).

High attention to detail, strong organizational skills, and the ability to manage multiple tasks.

Willing to work with a shifting schedule (applicable for Team Leader).

Willing to place in Tanah Abang, Central Jakarta.

Benefits

Fulfilling Career

Professional Growth

Work-Life Balance (Variety of Sports Activities, Wellness Programs, etc.)

Growing Culture

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