Contact Center Supervisor - Lead High-Performance Customer Service Teams

Join Repex Wahana as a Contact Center Supervisor and take the lead in driving exceptional customer experiences in our dynamic 24/7 operations. In this pivotal role, you will oversee a team of dedicated agents, ensuring seamless service delivery, optimizing performance, and fostering a culture of continuous improvement. Based in Kebayoran Lama, Jakarta Raya, you'll be part of a forward-thinking company committed to excellence in customer service.

As a Contact Center Supervisor at Repex Wahana, you'll manage a team of 10-15 agents, ensuring they meet and exceed service level agreements (SLAs). You'll conduct regular training sessions, performance reviews, and quality assurance checks to maintain high standards. Using tools like Genesys Cloud, you'll monitor call metrics, identify trends, and implement strategies to enhance agent productivity.

This role offers a competitive salary of Rp 6,000,000 - Rp 6,200,000 per month, along with a comprehensive benefits package. If you're passionate about customer service and eager to lead a high-performance team, we invite you to apply and be part of our journey to deliver outstanding customer experiences.

📋 Tanggung Jawab Pekerjaan

• Oversee a team of 10-15 customer service agents, ensuring they meet and exceed performance targets.
• Conduct regular training sessions and performance reviews to maintain high service standards.
• Monitor call metrics using Genesys Cloud, identifying trends and implementing strategies to enhance agent productivity.
• Ensure seamless service delivery by addressing agent concerns and resolving escalations promptly.
• Foster a culture of continuous improvement by encouraging feedback and suggesting process enhancements.
• Collaborate with cross-functional teams to align customer service strategies with business goals.
• Ensure compliance with company policies and industry regulations.
• Provide leadership and mentorship to agents, helping them develop their skills and advance their careers.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum 3 years of experience in customer service or a similar role, with a track record of leading high-performance teams.
• Proven experience in managing 24/7 contact center operations.
• Certification in customer service or contact center management (e.g., CCM, CCE, or equivalent).
• Strong understanding of call center metrics and quality assurance processes.
• Excellent communication and interpersonal skills, with the ability to motivate and inspire a team.
• Proficiency in using Genesys Cloud or similar contact center software.
• Knowledge of Indonesian language and culture, with the ability to communicate effectively with diverse stakeholders.

🛠️ Keahlian

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