Inbound Contact Center Supervisor - State-Owned Pawnshop Services (Bali)

Join Infomedia Nusantara as an Inbound Contact Center Supervisor for a leading state-owned pawnshop in Indonesia. This role offers a unique opportunity to oversee and optimize customer service operations in a high-impact environment, ensuring seamless, efficient, and customer-centric service delivery. Based in Denpasar, Bali, you'll be part of a dynamic team dedicated to enhancing the customer experience and driving operational excellence.

As an Inbound Contact Center Supervisor, you'll lead a team of agents, monitor call quality, and implement strategies to improve customer satisfaction. This role is perfect for professionals with a background in customer service, contact center management, or related fields who are eager to make a difference in a state-owned enterprise.

Infomedia Nusantara is committed to fostering a culture of innovation and continuous improvement. With a competitive salary of IDR 8,000,000 to IDR 12,000,000 per month, this is your chance to take your career to new heights in a supportive and rewarding environment.

📋 Tanggung Jawab Pekerjaan

• Oversee and manage a team of inbound customer service agents, ensuring high levels of customer satisfaction and service quality.
• Monitor and analyze call center performance metrics, including call volume, average handle time, and customer satisfaction scores.
• Implement and monitor quality assurance processes to ensure compliance with company policies and procedures.
• Develop and train agents on best practices for handling inbound customer inquiries and complaints.
• Collaborate with cross-functional teams to resolve customer issues and improve overall service delivery.
• Identify areas for improvement and implement strategies to enhance operational efficiency and customer experience.
• Ensure adherence to service level agreements (SLAs) and performance targets.
• Maintain accurate and up-to-date documentation of all customer interactions and service requests.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Communication, or a related field.
• Minimum of 3 years of experience in a customer service or contact center management role.
• Proven experience in managing and mentoring a team of customer service agents.
• Strong knowledge of contact center software and tools, such as CRM systems, call tracking software, and quality assurance tools.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work well under pressure and meet tight deadlines.
• Fluency in Indonesian and English is a must.
• Certification in customer service management or contact center operations is a plus.

🛠️ Keahlian

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