Contact Center Supervisor - Semarang
PT Transcosmos Indonesia, a joint venture between Transcosmos Inc. and CBN (a member of the Salim Group), is a Global Digital Transformation Partner in Customer Experience Solutions and Digital Marketing Solutions.
Why Join Us?
Our goal is to foster a culture of excellence while shaping a thriving company. We provide a competitive compensation package and ample opportunities for career growth. We believe in giving every employee a fair chance to contribute to our success and to unlock their full potential.
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.
Life At TCID
With our commitment to ensuring employee comfort at TCID, here are some of the benefits we offer:
- Fulfilling Career
- Professional Growth
- Work-Life Balance (Variety of Sports Activities, Wellness Programs, etc.)
- Growing Culture
#transcosmosIndonesia #LifeAtTCID #OneTranscosmos #TCID
PT Transcosmos Indonesia, a joint venture between Transcosmos Inc. and CBN (a member of the Salim Group), is a Global Digital Transformation Partner in Customer Experience Solutions and Digital Marketing Solutions.
Why Join Us?
Our goal is to foster a culture of excellence while shaping a thriving company. We provide a competitive compensation package and ample opportunities for career growth. We believe in giving every employee a fair chance to contribute to our success and to unlock their full potential.
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.
Life At TCID
With our commitment to ensuring employee comfort at TCID, here are some of the benefits we offer:
- Fulfilling Career
- Professional Growth
- Work-Life Balance (Variety of Sports Activities, Wellness Programs, etc.)
- Growing Culture
#transcosmosIndonesia #LifeAtTCID #OneTranscosmos #TCID