- Lead and supervise the real-time floor monitoring team to ensure accurate and timely oversight of daily operations.
- Review live performance dashboards, ensuring SLA adherence, productivity, and compliance across all functions.
- Provide coaching, guidance, and escalation support to monitoring officers and frontline teams.
- Identify operational risks, compliance breaches, or irregularities and coordinate immediate corrective actions.
- Collaborate with management to optimize processes, resource allocation, and campaign effectiveness.
- Prepare and present summary reports on performance, incidents, and improvement initiatives.
1. Min. D3 any fields.
2. Min. 2 years of experience in contact center or collection operations, with at least 1 years in a supervisory/team leader role.
3. Strong knowledge of Telemarketing and Collection processes (desk & field).
4. Proven ability to manage teams, provide coaching, and drive performance improvements.
5. Skilled in analyzing operational KPIs, identifying trends, and implementing corrective actions.
6. Familiar with compliance requirements and risk management in fintech/financial services.
7. Proficient in reporting, monitoring tools, and MS Office/Google Workspace.
8. Excellent leadership, communication, and decision-making skills.
9. Able to work under pressure and adapt quickly to dynamic operational needs.