Contact Center Supervisor

PT Repex Wahana

Rp6,000,000 - 6,500,000/Month

Operations & Customer Service Customer Service Manager

Full-Time · On-site

Minimum Bachelor’s Degree

Less than a year of experience

Job Requirements

On-site

Less than a year of experience

Minimum Bachelor’s Degree

30-40 years old

Skills

Customer Service

Help Desk

Call Center

Team Management

Microsoft Office

Problem Solving

Communication Skills

Data Analysis

Teamwork

Customer Experience

Customer Relationship Management

Job Benefits

Health Insurance

Work Insurance

Vision Care

THR

Near Public Transport

Career Path

This job post is managed by

RPX One Stop Logistics

Job description for Contact Center Supervisor at PT Repex Wahana

RPX One Stop Logistics is HIRING!

CONTACT CENTER SUPERVISOR

RPX One Stop Logistics is looking for a highly driven and analytical Contact Center Supervisor to lead our customer service operation and help us deliver a better customer experience across multiple channels.

This role is ideal for a hands-on operational leader who enjoys working with people, data, and continuous improvement—and who is ready to take the next step toward a future Contact Center Manager role.

WHAT YOU'LL DO:

Lead Contact Center Operations

• Supervise daily Contact Center operations across a 24/7 environment.

• Monitor SLA, service level, productivity, quality, and customer experience performance.

• Ensure effective shift management, manpower utilization, and operational continuity.

• Handle operational escalations and ensure timely resolution.

Drive Performance Through Data

• Analyze Contact Center performance and identify trends, gaps, and root causes.

• Translate data insights into practical improvement actions.

• Prepare and present operational performance reports and recommendations to management.

• Monitor KPIs and ensure corrective actions are implemented effectively.

Develop People & Performance

• Coach, motivate, and develop Contact Center agents.

• Manage individual and team performance.

• Identify capability gaps and implement improvement plans.

• Build a culture of accountability, ownership, and customer-centricity.

Improve the Customer Experience

• Identify customer pain points and service gaps.

• Support complaint management and service recovery initiatives.

• Use customer feedback and operational data to drive service improvements.

• Contribute to customer experience and digital service initiatives.

Drive Continuous Improvement

• Identify opportunities to improve processes, productivity, and service quality.

• Support Contact Center digitalization, automation, chatbot, and other technology initiatives.

• Work closely with Operations, IT, Sales, Finance, and other stakeholders to resolve cross-functional issues.

WHAT WE'RE LOOKING FOR:

• Bachelor's Degree in Business, Management, Communication, Industrial Engineering, Operations Management, or related fields.

• 3–5 years of experience in Contact Center / Customer Service operations.

• 1–2 years of supervisory or team leadership experience.

• Experience in a 24/7 or multi-shift operation is highly preferred.

• Strong analytical and problem-solving skills.

• Strong understanding of Contact Center KPIs such as SLA, Service Level, AHT, FCR, Productivity, Occupancy, Quality, and Customer Satisfaction.

• Strong Excel and reporting skills; experience with dashboard/BI tools is an advantage.

• Excellent communication, presentation, and stakeholder management skills.

• Customer-centric mindset with strong operational discipline.

• Comfortable working in a fast-paced, high-volume environment.

• Technology-savvy and adaptable to digital transformation.

YOU'LL STAND OUT IF YOU HAVE:

• Experience in logistics, courier, e-commerce, retail, banking, telecommunications, or other high-volume service industries.

• Experience managing Voice, Live Chat, WhatsApp, Chatbot, Email, or Social Media customer service channels.

• Experience in process improvement, automation, or customer experience transformation.

• Strong experience in RCA, performance analysis, and improvement projects.

• Demonstrated ability to turn data into actionable business decisions.

PT Repex Wahana

Logistics and Supply Chain

501 - 1000 employees

The services that customers ask of a logistics company are becoming more and more varied and customized. Whether you are sending goods or documents, you need the assurance that these will be sent quickly, safely, and efficiently. If your business involves delivery of goods, you will need to contact various service providers for packaging, licensing, documentation services, and a courier or freight forwarder. Each time you send a package, you will need to contact at least three different service providers.

RPX is here to facilitate and shorten this process. Whatever type of goods or documents you need to send, wherever you wish to send them, whether by air, land or sea, we have the infrastructure and network at your disposal. Even customs clearance and storage while your goods are in transit can be managed by RPX. RPX is supported by the latest state-of-the-art technology to answer your every needs. The comprehensive services offered by RPX along with our local and international network throughout the major cities in Indonesia and the world, will make everything easy for you.

For career development, RPX provides a various range of career opportunities at different levels throughout Indonesia. Here, you will be given chances to develop yourself, take responsibilities, master challenges, overcome problems, and improve your skills. We are committed to stimulate your improvement and development, and support your growth, to help you achieve your goals and succeed with us.

Office address

RPX Center, Jl. Ciputat Raya No.99, RT.5/RW.8, Pd. Pinang

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