Time Operations Monitoring

Job in Daerah Khusus Ibukota Jakarta, Jakarta, Indonesia

Listing for: cermati.com

Full Time position
Listed on 2026-07-14

Job specializations:

Customer Service/HelpDesk
Call Center / Support

Position: Real Time Operations Monitoring Staff
Location: Daerah Khusus Ibukota Jakarta

Monitor agent and field staff activities in real time to ensure adherence to processes, scripts, and compliance standards.

Track operational KPIs such as call volumes, queue status, collection performance, and conversion rates.

Identify and elevate irregularities, performance gaps, or potential compliance risks immediately.

Provide instant support and guidance to teams to resolve issues on the spot.

Collaborate with supervisors and managers to optimize resource allocation and improve efficiency.

Generate concise daily insights on floor performance to support decision-making.

Qualifications

Diploma/Bachelor’s degree in any field

Min. 1 year of experience in Contact Center, Telemarketing, or Collection Operations (fresh graduates with strong analytical skills may be considered).

Familiar with basic KPIs in telemarketing/collection.

Good analytical and problem-solving skills with strong attention to detail.

Ability to work with live dashboards, monitoring tools, and MS Office/Google Workspace.

Strong communication and coordination skills; able to escalation issues clearly and quickly.

Willing to work in shifts, including weekends/public holidays if required.

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