Call Center Analyst
About you
- You’re a go-getter with mad juggling skills (or multiple hats) who can thrive in a fast-paced, agile environment.
- You have a strong thirst for knowledge and are driven to find solutions that don’t exist yet.
- You are comfortable with ambiguity and extremely resourceful (in your past life you could’ve been a detective)
- You always find a way to get things done without sacrificing the quality of your work, integrity and values. No task is off limits for you.
- You are humble and prioritize the success of the team over your own with an eagerness to help those around you.
- You don’t shy away from challenges and have the ability to bounce back from setbacks.
About This Role
- Ensure that all customer inquiries via telephone, email, social media or other channels on the Contact Center service can be completed on time in accordance with service standards and quality.
- Ensure that all processes are properly documented in accordance with applicable regulations, so that Contact Center operations run smoothly to improve Service Quality.
- Monitor, check and ensure that the Contact Center agent team works in accordance with applicable regulations.
- Ensure that Contact Center agents receive proper training related to their daily tasks.
- Proficient with data and multi-tasking in windows environment.
- Coordinating with the Contact Center Outsourcing Company regarding the provision of Contact Center agents and services in accordance with the agreement.
What is required and what we’re looking for
- Minimum bachelor’s degree (S1) from any disciplines.
- Minimum of 3 years of work experience and preferably experienced in Customer Service or Contact Center in the Financial Industry.
- Know and familiar with the Contact Centre work/flow process.
- Available for flexible hours and reachable at any time regarding work-related matters.
- Excellent interpersonal, communication, presentation skills and service oriented.
- Good command of written and spoken Bahasa and English is preferred.