Job description for Real Time Floor Monitoring at PT. Transcosmos Indonesia
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.
Responsibilities:
- Monitor real-time operational dashboards, track agent status and queue conditions, and proactively identify potential overload or service issues across all channels.
- Perform agent rebalancing and coordinate with Workforce Management to adjust schedules or allocations in order to maintain service level and volume targets.
- Track and analyze key performance metrics including AHT, FCR, Service Level, and call volumes, ensuring performance stays within defined thresholds.
- Escalate potential SLA breaches and KPI deviations to Supervisor, and prepare daily real-time performance reports for operational visibility.
Requirements:
- Min. D3 in any major (GPA 2.75 or higher is preferred).
- At least 1 year of experience in contact center as RTFM.
- Good analytical skills, strong real-time monitoring and operational control skills in a contact center environment.
- Solid understanding of contact center KPIs (AHT, FCR, CSAT, SLA)
- Ability to perform agent rebalancing and manage multi-channel operations.
- Effective communication skills for escalation and coordination with stakeholders.
- Proficient in using dashboards, reporting tools, and Microsoft Excel
- Able to join immediately.
- Willing to be placed in Tegal.
Kindly submit your application through link below:
bit.ly/TCIDTGL
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
