Head of Customer Support and Workforce Management

4 weeks ago


Jakarta, Indonesia Patrianna Full time

**Overview**

**Key Responsibilities**
- **Leadership and Management**: Lead the customer support and workforce management functions, fostering a culture of excellence, accountability, and data-driven optimization.
- **Strategic Oversight**: Develop and implement comprehensive strategies to enhance the effectiveness and efficiency of customer support and workforce scheduling, focusing on metrics and data analysis to drive decisions.
- **Performance Metrics**: Establish, monitor, and analyze key performance indicators (KPIs) across both functions, using data to drive performance improvements and align with the company's strategic goals.
- **Process Optimization**: Continuously evaluate and refine customer support processes and workforce management systems to maximize operational efficiency and service quality.
- **Quality Assurance and Platform Management**: Oversee quality control and manage the customer support platform, Zendesk, ensuring optimal utilization to improve service delivery and team productivity.
- **Talent Development**: Direct recruitment, training, and development programs, ensuring teams are highly competent and aligned with Patrianna's standards of excellence.
- **Crisis Management**: Resolve escalated issues and manage critical challenges effectively, maintaining service continuity and high customer satisfaction.
- **Data-Driven Reporting**: Deliver detailed, data-oriented reports to senior management that reflect team performance, customer feedback, and strategic insights.

**Qualifications**
- **Experience**: Around 5+ years in leadership roles within customer support including experience within workforce management, within the Gaming / i-gaming sectors, with a proven track record in using data to enhance operational outcomes.
- **Skills**: Advanced skills in strategic planning and team management; expertise in CRM and workforce management software, particularly Zendesk; strong analytical skills to drive data-led decisions.
- **Characteristics**: Proactive, data-driven, with excellent problem-solving skills and the ability to inspire and lead teams effectively.

**Benefits**
- Competitive salary with performance-based incentives
- Flexibility to work remotely with adaptable work hours
- Comprehensive health, wellness, and insurance benefits
- Opportunities for ongoing professional development and career progression

**About Patrianna**

Patrianna, headquartered in Gibraltar, is a social casino gaming industry pioneer. We are dedicated to delivering innovative, high-quality gaming experiences. Our dynamic, rewarding environment values innovation, quality, and a customer-centric approach, making it an ideal place for professionals aiming to make a substantial impact in a progressive company.

This revised profile emphasizes the strategic, analytical, and leadership skills necessary to lead Patrianna's customer support and workforce management functions towards achieving superior operational performance and exceptional customer satisfaction.



  • Jakarta, Indonesia Patrianna Full time

    ***About B2Spin** B2Spin is a rapidly growing team of company builders on a mission to bring life-changing moments of joy to our customers. B2Spin is headquartered in Gibraltar, the British Overseas Territory at the southern tip of Europe and we recruit the best talent globally, regardless of location. **Role Overview** The CS & Player Ops Workforce...


  • Jakarta, Indonesia Patrianna Full time

    We are currently partnered with B2Spin who are looking for an experienced Head of Customer Support & Player Operations to join their team! **Are you a passionate leader **passionate with delivering exceptional player experiences?** B2Spin, a rapidly expanding gaming company, is seeking a dynamic Head of Customer Support and Player Operations to lead our...

  • Shop Tokopedia

    2 months ago


    Jakarta, Indonesia TikTok Full time

    Responsibilities About Us TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. Why Join Us Creation is the core of TikTok's...


  • Jakarta, Indonesia Samora Group Full time

    **Requirements**: - At least** 3 years of working experience as Customer Relation Management or Sales Support in F&B / HORECA / Food Manufacturing**: - ** Have experience in working at a B2B Company will be a plus**: - ** Have experience using Zendesk is a must**: - ** 6-month project contract with the opportunity to become a permanent employee**: -...

  • Category Manager

    7 months ago


    Jakarta, Indonesia SMART Agribusiness and Food Full time

    MAIN DUTIES AND RESPONSIBILITIES Procurement Strategy Development - Consolidate and analyze category spend data with support from the Category Analyst - Develop and assess internal (demand & supply) and external (industry & market) category profiles - Define and prioritize category-specific initiatives & opportunities, including developing a business case &...


  • Jakarta, Indonesia American Red Cross Full time

    By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network?_ Join us—Where your Career is a Force for Good! **Job Description**: - WHY CHOOSE US?_ As one of the nation’s premier humanitarian...

  • Ho End User Support

    5 months ago


    Jakarta, Indonesia SMART Agribusiness and Food Full time

    Job Description Summary: HO end user support specialists provide technical support, advice and assistance to users and businesses with technical, hardware and software system problems. Job Description: - Perform IT infrastructure support (hardware and equipment), including preventive maintenance (anti virus protection, warranty renewal), troubleshooting...


  • Jakarta, Indonesia SMART Agribusiness and Food Full time

    Job Description Summary: - Oversee the management, development, execution and optimization of all activities performed by the Source-to-Contract team, including: - Management of Tier 21 categories, from procurement strategy development to strategic sourcing execution, aimed at optimizing overall procurement contribution- - Supplier Relationship Management...

  • Head IT Support

    5 months ago


    Jakarta, Indonesia PT Sahabat Jaya Solusindo Full time

    Pengalaman 3-5 tahun sebagai Head IT Support - Kemampuan luar biasa untuk memberikan dukungan teknis dan menyelesaikan pertanyaan. - Pengetahuan mendalam tentang perangkat keras, perangkat lunak, dan jaringan komputer. - Kemampuan untuk menentukan kebutuhan TI dan melatih pengguna akhir. - Pengalaman dalam mendokumentasikan proses dan memantau metrik...


  • Jakarta, Indonesia PT Astra Digital Mobil (mobbi) Full time

    Ensure satisfaction and loyalty of customers - Plan with business executives and stakeholders - Design and improve customer experience - Liase with marketing, growth & operation team to build improvement programs - Evaluate & enhance customer touchpoints - Lead & develop UI/UX team to be an effective workforce **Requirements**: - Bachelor's degree in...


  • Jakarta, Jakarta, Indonesia Deloitte SEA Full time

    What impact will you make? At Deloitte, we offer a unique and exceptional career experience to inspire and empower talents like you to make an impact that matters for our clients, people and community. Whatever your aspirations, Deloitte offers you a highly inclusive, collaborative workplace and unrivalled opportunities to realize your full potential. We are...


  • Jakarta, Indonesia MNC Asset Management Full time

    **Responsibilities** You will responsible for finding, introducing and selling Mutual Fund products to potential customers and providing appropriate recommendations for the customer´s investment needs in accordance with OJK and company regulations. **Requirements**: - Have experience in Capital Markets, Asset Management, Insurance, Banking and other...

  • Openlink Support

    4 months ago


    Jakarta, Indonesia SMART Agribusiness and Food Full time

    General Accountabilities: 1. Perform IT system support, including software installation, maintenance and trouble shooting, in order to ensure systems in all offices are working properly and effectively. 2. Execute support on user management, filing and data management (user ID’s and passwords), in order to ensure all systems and data are working within...

  • Senior Consultant

    6 months ago


    Jakarta, Indonesia Marsh & McLennan Companies Full time

    **Company**: Marsh **Description**: **SENIOR **CONSULTANT** **- WORKFORCE HEALTH **(Manager / Senior Manager)** Location: Jakarta, Indonesia Company: Marsh Indonesia Department: Employee Health and Benefits / Mercer Marsh Benefits (MMB) Reporting Line: MMB Consulting Leader - What can you expect?_ As part of our growing consulting business, MMB...

  • Senior Consultant

    6 months ago


    Jakarta, Indonesia Mercer Full time

    **SENIOR **CONSULTANT** **- WORKFORCE HEALTH **(Manager / Senior Manager)** Location: Jakarta, Indonesia Company: Marsh Indonesia Department: Employee Health and Benefits / Mercer Marsh Benefits (MMB) Reporting Line: MMB Consulting Leader - What can you expect?_ As part of our growing consulting business, MMB Indonesia are seeking a dynamic senior...

  • Training Manager

    1 month ago


    Jakarta, Indonesia B2Spin Full time

    Are you passionate about empowering teams with the skills and knowledge they need to succeed? At B2Spin, a rapidly growing gaming company, we're seeking a dynamic **Training Manager **(CS and Player Operations)** to design, implement, and lead comprehensive training programs for our Customer Support, Fraud, KYC, Risk, Payments, and Player Trust & Safety...

  • Head of Bakery

    5 months ago


    Jakarta, Indonesia True Chef and Baker Full time

    **Head of Bakery & Pastry** **Responsibilities**: - Manages all day-to-day operations of the pastry and bakery section of the kitchen - Continuous research and development for new menus, both classic and up-to-trend menus. - Ensure consistency and excellent product quality **Requirement**: - Graduated from a school majoring in D3 culinary specializing in...

  • Customer Support Lead

    5 months ago


    Jakarta, Indonesia Third-Party Job Posts Full time

    Cloudbeds provides the platform that powers hospitality, driving streamlined operations, increasing reservations and revenue, and enabling memorable guest experiences for lodging businesses of all sizes and types. Named the No. 1 PMS and No. 1 Hotel Management System by Hotel Tech Report in 2022, Cloudbeds is trusted by properties across the globe for its...

  • Customer Support Lead

    5 months ago


    Jakarta, Indonesia Third-Party Job Posts Full time

    Cloudbeds provides the platform that powers hospitality, driving streamlined operations, increasing reservations and revenue, and enabling memorable guest experiences for lodging businesses of all sizes and types. Named the No. 1 PMS and No. 1 Hotel Management System by Hotel Tech Report in 2022, Cloudbeds is trusted by properties across the globe for its...


  • Jakarta, Indonesia Global Visa Support Full time

    Global Visa Support (est. 2010) is an immigration and education consultancy with headquarters in London and offices in Canada, the Philippines, Indonesia, India, UAE, Egypt and Morocco. We specialise in immigration and study programmes in the UK, Canada, USA and New Zealand. We are looking for an experienced sales & marketing officer for the Global Visa...