Inbound Contact Center Supervisor - State-Owned Pawnshop Services (Jakarta)

Join Infomedia Nusantara as an Inbound Contact Center Supervisor for a leading state-owned pawnshop (Perusahaan Gadai Milik Negara) in Jakarta. This is a unique opportunity to lead a high-performance team delivering exceptional customer service for one of the largest pawnshop chains in Indonesia. As part of a dynamic and growing organization, you'll oversee a team of 10-15 agents, ensuring they meet and exceed service level agreements (SLAs) while maintaining high customer satisfaction scores.

Based in Kebayoran Lama, Jakarta Raya, our state-owned pawnshop operates across multiple locations, providing financial services to millions of customers. This role is crucial in maintaining our reputation for reliability and excellence in customer service. You'll work closely with our IT team to implement and monitor our contact center software, ensuring seamless operations and continuous improvement.

If you're a seasoned supervisor with a proven track record in managing inbound contact centers, we invite you to be part of our team and help us deliver outstanding service to our valued customers.

📋 Tanggung Jawab Pekerjaan

• Oversee and manage a team of 10-15 inbound customer service agents, ensuring they meet and exceed performance targets.
• Monitor and report on key performance indicators (KPIs) such as first call resolution (FCR), average speed of answer (ASR), and customer satisfaction (CSAT) scores.
• Train and develop team members to enhance their skills and knowledge, ensuring they are equipped to handle complex customer inquiries.
• Collaborate with the IT department to implement and maintain our contact center software, including systems like Genesys or similar platforms.
• Analyze customer feedback and implement strategies to improve service quality and customer satisfaction.
• Ensure compliance with company policies and regulations, including data protection and privacy laws.
• Lead quality assurance activities to maintain high service standards.
• Participate in regular team meetings and contribute to the overall strategic planning of the contact center.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in supervising inbound contact centers, preferably in the financial services industry.
• Proven track record of managing teams and improving performance metrics.
• Strong understanding of contact center software and technologies, such as Genesys, Cisco, or similar platforms.
• Excellent communication and interpersonal skills, with the ability to motivate and inspire team members.
• Familiarity with Indonesian regulations and financial services industry standards.
• Ability to work under pressure and meet tight deadlines.
• Professional certification in customer service management or a related field is a plus.

🛠️ Keahlian

Lowongan Terkait