Job Description:
Directing call center operations as a liaison between client Supervisors and Call Centre
Employees.
Managing a span of 200 FTE
Involved in hiring, system testing, time and motion, Quality and Inventory ramp-ups, knowledge
transfer etc. Independently handling all day-to-day client communications on people and
processes status
Participating in Monthly and Quarterly business reviews with the client besides the daily status
calls with the client SPOC
Involved in Planning, Scheduling, Monitoring, Forecasting, Reporting and extensive analysis of
performance based on defined service level goals.
Responsible for staffing, SLA (Interval Compliance, D-SAT, VOC, Shrinkage, Attrition, AHT)
Personal Style Enablers:
Should have an excellent standard of both Spoken and written English.
Needs to be a team player with a positive attitude.
Should be adaptable to change.
Needs to display confidence and the ability to sell a given product.
Extrovert with a customer service mind set.
Expertise in Stakeholder People & Performance Management
High on execution with the ability to thrive and succeed under pressure
Expertise in Microsoft suite, analyzing, Global Score carding and trend analysis.
Proven ability to achieve/surpass client set goals using collaborative and inclusive approach
Goal oriented approach with detailed focus on meeting, exceeding management expectations
Overall 8 years’ experiences across travel, sales and back office operation
Benefits:
Base Salary Range (Total Cost up to 17 mil)
18 days of Annual Leave
14 days of sick leave
3 days of Compassionate Leave
Hospitalization Leave (As per Indonesian Law)
3 days of Marriage Leave
Medical Insurance (As per Indonesian Law)
Rewards & Recognition (Awards & Gifts)
Contract length: 12 months
Job Types: Full-time, Contract
Salary: Rp15,000,000 - Rp17,000,000 per month
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