Call Agent Team Lead

FPT Software Indonesia

Rp9,000,000 - 12,000,000/Month

Operations & Customer Service Call Center Agent

Full-Time · On-site

Minimum Bachelor’s Degree

5 - 10 years of experience

Job Requirements

On-site

5 - 10 years of experience

Minimum Bachelor’s Degree

Skills

Microsoft Office

Problem Solving

Help Desk

Customer Support

Customer Relationship Management

Customer Service

Communication Skills

Call Center

Teamwork

Outbound Call

Job Benefits

Laptop Provided

Annual Leave

Insurance

Health Insurance

THR

Near Public Transport

Work Insurance

Team-building events

Career Path

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Putu Bagus Dimas Pranata

Job description for Call Agent Team Lead at FPT Software Indonesia

Kami sedang merekrut Team Leader untuk bertanggung jawab atas operasional harian tim layanan pelanggan Indonesia, mendukung program perlindungan perangkat dari klien insurtech global.

Tanggung Jawab

· Mengelola operasional harian dan penjadwalan sumber daya untuk tim Indonesia

· Bertanggung jawab atas kinerja SLA, produktivitas, dan kualitas; melapor sesuai tata kelola klien

· Menangani eskalasi yang melampaui wewenang penyelesaian CSO/Senior CSO

· Melatih dan mengelola kinerja CSO dan Senior CSO; memimpin kalibrasi kualitas

· Bertanggung jawab atas perencanaan kebutuhan sumber daya dan desain jadwal kerja

· Menjadi titik kontak utama klien untuk permasalahan operasional harian

· Berkoordinasi dengan Site Lead setempat terkait fasilitas dan dukungan operasional

Kualifikasi

· Sarjana, dan bisa berbahasa inggris dengan fasih (Professional-level)

· Minimal 2-3 tahun pengalaman di BPO/contact centre, termasuk 1-2 tahun di posisi supervisi atau kepemimpinan tim

· Kemampuan berbahasa Indonesia dan Inggris (lisan dan tulisan) setara B2 ke atas; kemampuan bahasa Inggris yang baik sangat diperlukan untuk berhubungan langsung dengan klien

· Memiliki rekam jejak dalam mengelola target SLA, kualitas, dan produktivitas

· Mampu bekerja dengan jalur pelaporan jarak jauh/luar negeri, mandiri dan proaktif

· Bersedia bekerja dengan sistem shift bergilir, 08.00–20.00, Senin–Minggu, termasuk hari libur nasional

FPT Software Indonesia

Information Technology and Services

51 - 200 employees

FPT Software Indonesia is the overseas branch of FPT Software, a subsidiary of FPT Corporation.

FPT Software is a global technology and IT services provider headquartered in Vietnam, with USD 1.22 billion in revenue (2024) and over 33,000 employees in 30 countries. The company champions complex business opportunities and challenges with its world-class services in Advanced Analytics, AI, Digital Platforms, Cloud, Hyperautomation, IoT, Low-code, and so on. It has partnered with over 1,100 clients worldwide, nearly 100 of which are Fortune Global 500 companies in Aviation, Automotive, Banking, Financial Services and Insurance, Healthcare, Logistics, Manufacturing, Utilities, and more.

For more information, please visit http://www.fptsoftware.com.

Office address

Treasury Tower, 18th floor, District 8, SCBD, Jl. Jend. Sudirman kav 52-53 No.Lot.28, 12190

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