Contact Center Operations Specialist

Join our dynamic team as a Contact Center Operations Specialist and play a pivotal role in ensuring seamless customer service across multiple channels. Based in Kebayoran Lama, Jakarta Raya, this position offers an exciting opportunity to monitor real-time operations using tools like Genesys and QM Systems. As part of Private Advertiser, you'll be at the heart of our customer interactions, driving efficiency and satisfaction.

In this role, you'll handle real-time monitoring, coaching, and reporting, ensuring our team delivers exceptional service. With a growing customer base and a commitment to continuous improvement, this is your chance to make a real impact in a fast-paced environment.

📋 Tanggung Jawab Pekerjaan

• Monitor and analyze real-time call center performance using Genesys and QM Systems.
• Provide coaching and mentoring to agents to improve service quality and customer satisfaction.
• Develop and implement quality assurance programs to ensure compliance with service standards.
• Generate detailed reports on call center performance and present findings to management.
• Troubleshoot and resolve technical issues related to call center operations.
• Collaborate with cross-functional teams to improve customer service processes.
• Participate in process improvements and implement best practices.
• Ensure adherence to company policies and procedures.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 3 years of experience in contact center operations or a similar role.
• Proven experience with Genesys and QM Systems.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, high-volume environment.
• Familiarity with CRM systems such as Salesforce or HubSpot is a plus.
• Certification in contact center operations or a related field is a plus.

🛠️ Keahlian

Lowongan Terkait