Assistant Operational Manager - Contact Center

PT. Infomedia Nusantara (Telkom Group) Site Jogja & Semarang is seeking a dynamic Assistant Operational Manager to join our Contact Center team in Semarang. This role is crucial in driving operational excellence and ensuring seamless service delivery. With a competitive salary package and comprehensive benefits, this position offers significant growth opportunities within the Telkom Group. You'll play a key role in supporting the strategic direction of our service operations.

As an Assistant Operational Manager, you will oversee daily operations, manage a team of agents, and ensure high-quality customer service. You'll work with real-time tools like CRM systems and analytics software to monitor performance and implement improvements. This role is perfect for a professional looking to advance their career in a reputable organization.

📋 Tanggung Jawab Pekerjaan

• Oversee daily operations of the contact center, ensuring smooth and efficient service delivery.
• Manage and mentor a team of customer service agents, providing training and development opportunities.
• Monitor and analyze performance metrics using CRM systems and analytics software.
• Implement quality improvement initiatives to enhance customer satisfaction and operational efficiency.
• Ensure compliance with company policies and regulatory requirements.
• Collaborate with cross-functional teams to support strategic objectives and business growth.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Stay updated with industry trends and best practices to drive continuous improvement.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Management, or related field.
• Minimum 5 years of experience in a similar operational management role, preferably in the contact center industry.
• Proven experience in managing teams and driving operational excellence.
• Strong knowledge of CRM systems and analytics tools such as Salesforce, Zendesk, or similar.
• Certification in customer service management or operational excellence is a plus.
• Excellent communication and leadership skills.
• Ability to work in a fast-paced environment and meet tight deadlines.
• Professional and proactive approach to problem-solving and decision-making.

🛠️ Keahlian

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