Contact Center Supervisor Semarang

Company Description

Transcosmos Indonesia is a joint-venture company offering contact center services, social media management, voice of customer analysis, digital marketing, and eCommerce solutions. This world class business process outsourcing and consulting company is supported by the strength of global transcosmos network with over 50 years of experience. With a focus on adapting to the changing business environment, transcosmos tailors their services to meet each client's unique requirements.

Role Description :

This is an on-site contract role as a Supervisor (Lead of Team Leader) located in Semarang. As a Supervisor you will be responsible for :

• Support and assist in leading the operation team from planning to execution
• Assist in managing operational processes to meet service level targets and client expectations
• Participate in implementing quality control measures, conducting audits, and providing feedback to improve project health
• Determine staffing requirements, allocate resources effectively and address any operational issues
• Analyze operational performance, tracks improvement of KPIs and develop action plans to meet or exceed targets based on the findings and analysis
• Create weekly and monthly reports on quality, productivity and team performance which aims to analyze and ensure that the operational team provides services in accordance with company and client procedures (SOP).
• Identify potential risks to operations and implement risk mitigation strategies to minimize disruptions and ensure business continuity
• Conduct data or root cause analysis to address any operational issues and execute action plans
• Monitor key performance indicators (KPIs) and metrics, identifying areas for improvement and executing action plans

Qualifications :

• Indonesian citizen with minimum diploma degree in any related field with GPA min 2.75 preferred
• Experienced as Supervisor in contact centre industry
• Able to articulate findings, recommendations and feedback effectively, ensuring clarity and mutual understanding among teams
• Proficient problem-solving abilities to identify root causes and to identify the decision making possibilities
• Ready to work on shifting
• Fluent in English both speaking and writing with min. B2 Level of CEFR
• Willing to work immediately
• Willing to be placed in Semarang

Note: The job description has been gender-neutral and does not discriminate on the basis of gender, race, ethnicity, religion, or any other characteristic.