Real Time Operations Monitoring Team Leader
Cermati.Com
Jakarta
Additionalinformation
Additional Information
Companydescription
Company Description
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Jobdescription
Job Description
- 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.
Qualifications
- Min. D3 any fields.
- Min. 2 years of experience in contact center or collection operations, with at least 1 years in a supervisory/team leader role.
- Strong knowledge of Telemarketing and Collection processes (desk & field).
- Proven ability to manage teams, provide coaching, and drive performance improvements.
- Skilled in analyzing operational KPIs, identifying trends, and implementing corrective actions.
- Familiar with compliance requirements and risk management in fintech/financial services.
- Proficient in reporting, monitoring tools, and MS Office/Google Workspace.
- Excellent leadership, communication, and decision-making skills.
- Able to work under pressure and adapt quickly to dynamic operational needs.
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