Job description for Maternity Leave Cover at Armada Lintas Khatulistiwa Indonesia
Role Summary
PT Atlas Indonesia is seeking an experienced Call Center Supervisor to temporarily cover a maternity leave position. The role is responsible for overseeing daily call center operations (inbound/outbound and telemarketing), ensuring performance targets are achieved, and maintaining high service quality and team productivity.
Key Responsibilities
- Lead and oversee daily call center operations, including shift scheduling, coaching, and performance monitoring.
- Ensure achievement of operational KPIs (AHT, FCR, Service Level, Conversion/Target).
- Conduct ongoing coaching, on-the-job training, and performance evaluations for agents.
- Prepare and submit daily/weekly performance reports and dashboards to management.
- Handle customer escalations and support quality assurance initiatives.
- Coordinate workflow with Telesales, Collections, and Back Office teams.
- Manage shift administration, attendance, leave approvals, and other operational documentation.
Qualifications
- Minimum education D3/S1 (any major).
- At least 1–2 years experience as Call Center Supervisor/Team Leader.
- Proven experience leading a team of 10+ agents in a target-driven environment (telemarketing/collections/customer service).
- Strong understanding of call center metrics (AHT, FCR, Service Level, Shrinkage) and ability to develop improvement plans.
- Excellent communication, negotiation, and coaching skills.
- Proficient in basic MS Excel and able to create simple reports and dashboards.
