- Monitoring the floor to ensure it remains conducive both Internal and Vendor OS.
- Ensure that there are no missed escalations
- Ensure all tickets are handled properly
- Carrying out coaching, feedback and counseling
- Ensure agent quality
- Conduct analysis and assessment of team performance
- Carry out operational monitoring to ensure that KPIs are maintained according to the SLA
- maintain KPI parameters such as CSAT, AHT, FCR, etc. to comply with SLA.
- Understand data analysis in contact center scopes (Budgeting, Man Power capacity, Scheduling and Shifting validation, Efficiencies projects relate business and services process improvements)
- Make improvements to achieve KPI and budget skill analysis to ensure budget absorption is managed properly.
- Minimum 8 years of customer experience field.
- Collaborates in the implementation and execution of project delivery, monitors team performance, ensures service quality, and drives achievement of KPIs.
- Highly attuned to customer feedback, with the ability to anticipate and effectively manage unexpected situations or complaints.
- Skilled in organizing performance coaching sessions for team members, driving continuous improvement, and managing staff retention.
- Experienced in overseeing internship operations and administration, leveraging data-driven insights to inform decision-making.
- Strong analytical thinking, problem-solving, communication, and negotiation skills.
- Customer-focused, with solid data processing capabilities and a keen attention to detail.
- Capable of conducting thorough analysis and recommending operational improvements.
- Flexible, adaptable, and committed to a Work-from-Office (WFO) setup.
- Fluent in English, both written and spoken, with strong reporting skills.
What We Do
We are a prosperity platform company to harmoniously build a strong economy from the grassroots in order to realize the grassroots communities of technology equity, inclusiveness and sustainability.
We believe prosperity platform is the right solution to deliver high quality digital financial services and to bridge the gap that brings shared prosperity to the World.
Amartha’s Team are highly compassionate people who are impatient to deliver their impacts to alleviate the sufferings of others.
Working at Amartha means you are part of dynamic and compassionate team who make impact on daily basis. It means you sign up for a high-paced environment where everyone is taking part in achieving success and make other people happier.
It also means you wake up every single day energized, and excited of what’s next to be done to help Indonesia and the world a more equitable and prosperous place to live for everyone.
It means you feel special, as whatever you do with Amartha makes a dent in the universe, healing the world a day at a time.
Working at Amartha means you are ready to help and alleviate each other, contribute your best with empathy and passion. As we go long miles, you need a team to achieve your success.
Working at Amartha means you have made a conscious choice to embark on a journey to creating a less painful world. A journey that makes you feel good, that you have contributed to a meaningful work every single day.
Join our impact mission! Check our career page now👉🏼 https://careers.amartha.com/
