Contact Center Analyst

20 hours ago

Jakarta, Jakarta, Indonesia Asuransi Astra Full time

Contact Center Analyst will be responsible to drive the development and implementation of operational projects to optimize Contact Center performance and ensure compliance with defined service level and lead time standards.

They Will Also

  • Contact Center Application Development Collaborate with the IT team and external vendors to enhance and modify the Contact Center system to meet operational needs.
  • Contact Center Procedures Standardization Propose improvements to Contact Center work procedures to ensure simpler, more reliable, and more memorable customer experiences (CX).
  • Contact Center Reporting Record and process call, SMS, web, and email transaction data handled by the Contact Center to monitor service level and response time, and support corrective actions when issues arise.

Minimum Qualifications

  • Fresh graduates from any major are welcome to apply (Minimum Bachelor's Degree/S1).
  • Having experience in a similar role or exposure to Contact Center operations is an advantage.
  • Experience in data research, service insight, or operational analysis within a Contact Center is a plus.
  • Strong analytical thinking and attention to detail.
  • Good communication and coordination skills.
  • Ability to work collaboratively with cross-functional teams.

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