1,379 Call Center Manager jobs in Indonesia

Gambaran Umum Pekerjaan

Kami mencari seorang Assistant Manager Call Center yang ahli dan berdedikasi untuk bergabung dengan tim kami di PT Gaya Ragam Moderen', perusahaan layanan konsumen terkemuka di Indonesia. Dalam peran ini, Anda akan memainkan peran kunci dalam menjaga kepuasan pelanggan dan mendukung operasi call center yang efisien di kantor pusat kami yang berlokasi di Jakarta Selatan.

Tanggung Jawab Utama

1. Membantu Manajer Call Center dalam mengelola tim agen call center dan memastikan target layanan pelanggan tercapai
2. Memantau kinerja agen dan memberikan umpan balik serta pelatihan untuk meningkatkan keterampilan dan efisiensi
3. Menganalisis data panggilan dan metrik kinerja untuk mengidentifikasi area perbaikan dan peluang
4. Menjadi penghubung utama antara tim call center dan departemen lain untuk memastikan koordinasi yang efektif
5. Mengembangkan dan mengimplementasikan prosedur dan kebijakan untuk meningkatkan pengalaman pelanggan
6. Memberikan dukungan harian kepada agen call center dan memastikan masalah pelanggan ditangani secara efektif

Keterampilan, Kualifikasi, dan Pengalaman yang Dibutuhkan

1. Minimal 3 tahun pengalaman dalam peran manajemen atau supervisi call center
2. Kemampuan kepemimpinan yang kuat dan keterampilan komunikasi yang unggul
3. Pemahaman yang mendalam tentang layanan pelanggan dan praktik terbaik dalam call center
4. Pengalaman di bidang clinic kecantikan lebih diutamakan
5. Kemampuan menganalisis data dan membuat keputusan berbasis data
6. Pengetahuan tentang alat dan teknologi call center
7. Kemampuan untuk bekerja dalam lingkungan yang dinamis dan beradaptasi dengan perubahan
8. Kemampuan untuk memberikan pelatihan dan pengembangan kepada tim

Manfaat Utama Perusahaan

1. Gaji kompetitif dengan bonus kinerja
2. Tunjangan kesehatan dan asuransi jiwa yang komprehensif
3. Kesempatan untuk pengembangan karier dan pelatihan yang berkelanjutan
4. Lingkungan kerja yang mendukung dan kolaboratif
5. Fasilitas kantor yang nyaman di pusat bisnis Jakarta

Tentang PT Gaya Ragam Moderen'

PT Gaya Ragam Moderen' adalah penyedia layanan konsumen terkemuka di Indonesia, melayani jutaan pelanggan di seluruh negeri. Didirikan pada tahun 2010, perusahaan kami telah tumbuh menjadi organisasi yang dinamis dan inovatif, dengan fokus pada pengalaman pelanggan yang luar biasa. Kami berkomitmen untuk menciptakan lingkungan kerja yang beragam dan inklusif, di mana semua karyawan dapat berkembang dan berkontribusi.

Jika Anda tertarik untuk bergabung dengan tim kami yang dinamis, silakan lamar sekarang

We are a multinational company seeking a Contact Center Manager to define the Contact Center framework, enabling and creating a best-in-class brand and product ownership experience for consumers, both through phone/mail contact, as well as online, at competitive cost levels. The person needs to be able to evaluate the performance of each Call Center agent and plan the necessary continuous improvement plans.

Qualifications needed:

• Bachelor's Degree in a relevant field or equivalent.
• 5 years of working experience in Customer Service, Contact Center, or equivalent.
• Good at managing people, delivering messages or information, orders, and commands.
• Have experience in controlling the Call Center duty and activities.
• Excellent in using MS Office and other related software, and Fluent in English.

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

We are #Hiring Perusahaan Online Travel Agent terbesar di Indonesia Sedang membutuhkan: Contact Center Operations MANAGER

PT.INFOMEDIA NUSANTARA sedang mencari individu yang dinamis dan bersemangat untuk bergabung dengan tim Customer Care/Contact Center kami sebagai Contact Center Operations MANAGER

Lokasi : Semarang Tipe Pekerjaan : Full-time

Tanggung Jawab Utama: 1. Memimpin, melatih, dan mengembangkan Team Leader dan Agent untuk menumbuhkan budaya kerja yang berkinerja tinggi. 2. Menganalisis informasi manajemen dan memberikan saran atau rekomendasi untuk perbaikan di seluruh layanan pelanggan. 3. Bekerja sama dengan tim Perencanaan Sumber Daya untuk memastikan rencana sumber daya yang paling efektif dikembangkan dan dicapai. 4. Mengidentifikasi dan menerapkan praktik, proses, dan sistem terbaik untuk mendorong lingkungan perbaikan yang berkelanjutan. 5. Mengawasi dan meninjau kinerja untuk mencapai level layanan dan target (utilization).

Kualifikasi : - Minimal 5 tahun pengalaman di bidang pekerjaan yang sama. - Pendidikan formal minimal D3 dari semua disiplin ilmu. - Keterampilan kepemimpinan yang kuat, pemecahan masalah, dan manajemen konflik. - Kemampuan komunikasi, analitis, dan organisasi yang sangat baik.

Job Function

• Provide Training and refreshment training for Agent
• Responsible to measure quality of Agent and provide recommendation to develop skill and knowledge
• Upgrade training courses and materials with the demand of Company,
• Help new employees to get on the job quickly,
• Improve staff service motivation and control overall staff turnover.

Requirement

1. English skill speaker: written, listening, reading min. B2 level prefered C1 level
2. Diploma 3 any field with GPA min. 2.75
3. Good presentation and communication
4. Have good analytical thinking
5. Mastery in class training
6. Experience as trainer min 1 year

Responsibilities:

• Answer incoming calls, emails, and chat messages from customers in a professional manner.
• Provide accurate information about products, services, or policies.
• Handle customer complaints and inquiries, ensuring timely resolution.
• Record and update customer information in the system.
• Collaborate with internal teams to address customer needs.
• Meet performance targets, including call handling time, quality scores, and customer satisfaction.

Qualifications:

• Minimum
  Diploma (D3)
  degree in any field.
• Minimum
  1 year of experience
  as contact center or customer service and
  have experience handle outbond call
  .
• Strong verbal and written communication skills.
• Computer literate and able to navigate multiple systems.
• Willing to work in shifts, including weekends and public holidays.
• English proficiency will be an advantage.

• Bachelor's degree in any major
• Strong Interpersonal Skills and Communication abilities
• At least 1 year experience as contact center / call center
• Excellent Customer Service capabilities
• Leadership experience in a call center environment
• Proficient in using call center software and tools
• Willing to work in shifting schedule
• Ability to work on-site in Yogyakarta, Indonesia

Jenis Pekerjaan: Kontrak

Panjang kontrak: 4 bulan

Job Detail

• Lead, motivate, and supervise a team of contact center agents (customer service and telemarketing).
• Monitor daily operations, ensuring KPIs and service standards are met.
• Provide coaching, training, and feedback to team members to improve performance.
• Handle escalated customer issues and resolve them in a professional manner.
• Prepare and analyze daily, weekly, and monthly reports on team performance.
• Collaborate with management to improve processes, scripts, and service efficiency.
• Ensure compliance with company policies and regulatory standards.

• Bachelor's degree in any major
• Strong Interpersonal Skills and Communication abilities
• At least 1 year experience as contact center / call center
• Excellent Customer Service capabilities
• Leadership experience in a call center environment
• Proficient in using call center software and tools
• Willing to work in shifting schedule
• Ability to work on-site in Yogyakarta, Indonesia

Jenis Pekerjaan: Kontrak

Panjang kontrak: 12 bulan

Tenggat Lamaran: 31/08/2025