Introduction
The State-Owned Logistics Company of Yogyakarta (Perusahaan Logistik Milik Negara Yogyakarta) is seeking a dynamic and results‑driven individual to join our team as a Supervisor, Contact Center (CC). This pivotal role will be based in Yogyakarta and will serve as the bridge between our customers, front‑line agents, and senior management. The successful candidate will be responsible for maintaining high‑quality service standards, driving team performance, and ensuring that our contact center operates smoothly in a fast‑paced logistics environment.
Responsibilities
- Supervise daily operational activities of the contact center, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Monitor and analyze team performance metrics, producing actionable insights to improve response time, first‑call resolution, and customer satisfaction scores.
- Handle escalated customer issues that cannot be resolved by agents or team leaders, providing swift, win‑win solutions.
- Design and deliver regular training sessions and professional development programs to enhance agent skill sets, including communication techniques, product knowledge, and conflict resolution.
- Develop and refine strategies aimed at improving service quality, such as implementing new scripts, workflow automation, and performance‑based incentives.
- Prepare comprehensive performance reports for senior management, highlighting trends, challenges, and recommendations for continuous improvement.
- Foster a positive work culture by motivating staff, recognizing achievements, and promoting teamwork and accountability.
- Coordinate shift schedules, ensuring adequate coverage during peak hours, holidays, and weekends while complying with labor regulations.
Requirements
- Minimum education: D3/D4 (any field of study).
- At least 1 year of experience in a call‑center environment; experience in logistics or transportation is a strong advantage.
- Excellent verbal communication skills with clear articulation and a professional tone.
- Strong interpersonal abilities; able to work collaboratively in a team and lead by example.
- Demonstrated capacity to perform under pressure and meet tight deadlines.
- Proficiency in Microsoft Office applications (Word, Excel, PowerPoint) and familiarity with CRM or contact‑center platforms.
- Polite, courteous, and service‑oriented personality with a genuine desire to help customers.
- Customer‑centric mindset with high patience and the ability to negotiate win‑win solutions.
- Creative problem‑solver, hard‑working, and highly motivated with a commitment to continuous personal growth.
- Willingness to work rotating shifts, including weekends and public holidays.
- Both male and female candidates are encouraged to apply.
Benefits
- Competitive salary package with performance‑based bonuses.
- Health insurance coverage for employee and eligible dependents.
- Paid annual leave, sick leave, and additional leave for religious holidays.
- Opportunities for professional development, including external training courses and certifications.
- Transportation allowance or company‑provided shuttle service for commuting to the Yogyakarta office.
- Employee recognition programs that celebrate outstanding service and teamwork.
- Flexible work‑hour arrangements where operational needs permit.
- Access to a modern office environment equipped with the latest communication technologies.
About Company
Our organization is a leading state‑owned logistics provider that plays a critical role in supporting Indonesia’s supply chain infrastructure. With a network spanning ports, railways, and roadways, we deliver essential goods for both governmental and private sectors. Our mission is to provide reliable, efficient, and cost‑effective logistics solutions while upholding the highest standards of public service. As part of our continued growth strategy, we invest heavily in digital transformation, including a state‑of‑the‑art contact center that serves as the primary touchpoint for customer inquiries, shipment tracking, and issue resolution. Joining our team means becoming part of a proud legacy of service excellence and contributing to the nation’s economic development.
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