Desk Control

3 weeks ago


Jakarta, Indonesia Pluang Full time

**Desk Control**:
PT Bumi Santosa Cemerlang, Jakarta Pusat, Jakarta Raya, Indonesia
- Department- Operations- Job posted on- Nov 30, 2024- Employment type- Full Time**Role overview**:

- Desk Control works closely with the Deputy Head of Operations to ensure day-to-day targets are achieved by Customer Service agents. He will ensure that every agent responds and closes tickets as per set target, and that they have optimal productivity. He is also responsible for timely checking troubleshooting ticketsHe is also responsible for managing schedules, ensuring on-time presence, break, and exit time - in order to manage ticket workload. He is also responsible for creating shifting schedules, overtime and also schedules for briefing and training. He will also coordinate with the SoP development and quality assurance team for improvements and also new SoP implementation.Reporting to him are the managers of 3 Team Leaders to help monitor agents in every shift. He mainly takes care of the department’s day-to-day operations.**Responsibilities**:
**Agents supervisory**:
- Ensuring every agent is effective in ticket handling - responding and closing tickets on time.
- Ensuring every agent adheres to shift schedules - presence, breaks, and overtimes.
- Assist agents in troubleshooting long handling tickets that are out of SLA.
- Provide daily reporting on agents’ performances.**Process and tools optimization**:
- Coordinate with the SoP team to request and execute points of improvement in order to continuously improve target achievements.
- Coordinate with QA Team to identify patterns of low quality tickets and work with QA Team for coaching and refreshment.**Team Leadership and Development**:
- Provide strong leadership and establish team rules to foster a culture of discipline, collaboration, accountability, and continuous learning.
- Coach, mentor, and develop team members to enhance their skills, knowledge, and performance.**Requirements**:
- 5+ years of experience in related fields in managing call centers or customer service functions.
- Strong understanding of the investment industry and trading operations.
- Proven leadership experience with the ability to inspire, motivate, and develop high-performing teams.
- Excellent analytical skills with the ability to identify opportunities, solve complex problems, and make data-driven decisions.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively across functions and levels of the organization within a multi-national setting.


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