Deskripsi Pekerjaan
Join PT. Infomedia Nusantara (Telkom Group) as an Assistant Operational Manager and drive excellence in our contact center operations. This pivotal role offers a competitive salary package and comprehensive benefits while supporting the strategic direction of our service delivery. You'll collaborate with cross-functional teams to optimize workflows, enhance customer experiences, and implement performance improvement initiatives. With Telkom Group's industry-leading infrastructure and commitment to professional growth, you'll develop leadership skills in a dynamic environment focused on innovation and service excellence. This position is ideal for motivated professionals seeking to advance their career in contact center management with Indonesia's premier telecommunications provider.
Tanggung Jawab
- Monitor daily contact center operations to ensure service level agreements are met
- Analyze performance metrics and implement corrective actions for quality improvement
- Coach and develop contact center agents to enhance performance and customer satisfaction
- Coordinate resource allocation and staffing schedules to optimize operational efficiency
- Handle escalated customer issues and ensure timely resolution
- Collaborate with IT and training teams to implement system improvements
- Prepare operational reports and recommendations for process optimization
- Support the development and implementation of contact center policies and procedures
Kualifikasi
- Bachelor's degree in Business Management, Communications, or related field
- Minimum 2 years experience in contact center operations or customer service management
- Strong leadership and team coaching abilities
- Proficiency in contact center technologies and CRM systems
- Excellent problem-solving and decision-making skills
- Fluency in Bahasa Indonesia and English (written and verbal)
- Ability to analyze KPIs and performance data
- Strong organizational and time management skills