Deskripsi Pekerjaan
Join PT Armada Lintas Khatulistiwa as a Real-Time Floor Monitoring Specialist and become the backbone of our customer service operations. In this dynamic role, you'll monitor live call center performance, track critical KPIs including Service Level, Average Handle Time (AHT), Adherence, and Occupancy, and ensure operational excellence. Your expertise in Microsoft Excel will be instrumental for analyzing complex datasets, generating actionable insights, and maintaining accurate performance records. You'll collaborate with team leads to identify trends, address performance gaps, and implement strategies that enhance both agent efficiency and customer satisfaction. This position offers a unique opportunity to shape service delivery standards in a fast-paced environment while developing advanced analytical skills.
Tanggung Jawab
- Monitor real-time call center floor operations and performance metrics
- Analyze KPI data (Service Level, AHT, Adherence, Occupancy) using Excel
- Generate daily/weekly performance reports for management review
- Identify operational trends and recommend improvement strategies
- Collaborate with supervisors to address performance issues
- Maintain accurate documentation of monitoring activities
- Support training initiatives based on performance insights
Kualifikasi
- Proven experience in call center operations or customer service
- Advanced proficiency in Microsoft Excel/spreadsheet applications
- Deep understanding of call center KPIs and their interdependencies
- Strong analytical skills with data interpretation abilities
- Excellent communication and problem-solving skills
- Ability to work under pressure in real-time environments
- Attention to detail and proactive approach to optimization