wfm

DESKRIPSI PEKERJAAN About The Role This role will act as the operational control tower. Continuously monitor real-time contact volumes and wait times across all channels. Dynamically advise Team Leaders to reallocate agents from low-volume to high-volume channels to prevent backlogs and ensure strict handling time. As our Astronaut, your missions...

Monee is seeking a capable analyst to monitor real-time call center dashboards and support desk collection operations. You will track agent statuses, adherence, and SLA performance, while ensuring daily targets are met and issues are promptly escalated for resolution.The role requires familiarity with real-time dashboards (Genesys/Avaya/Cisco/CRM tools) and...

This role will act as the operational control tower. Continuously monitor real-time contact volumes and wait times across all channels. Dynamically advise Team Leaders to reallocate agents from low-volume to high-volume channels to prevent backlogs and ensure strict handling time. As our Astronaut, your missions are: Capacity Planning & Forecasting: Build...

Teleperformance is seeking a Senior Operation Manager with extensive BPO/call center expertise. Based in Jakarta, you will lead multiple accounts, ensuring service levels, cost efficiency, and client satisfaction.You will manage senior operations staff, plan staffing, forecast capacity with WFM, and drive improvements across processes, technology, and...

DESKRIPSI PEKERJAAN About The Role This role will act as the central intelligence and quality engine of the Contact Center. This role is responsible for driving continuous improvement across customer operations by integrating workforce optimization, frontline quality governance, and data-driven customer insights As our Astronaut, your missions are: Pillar...

ASTRO mencari Astronaut CX untuk menjadi mesin intelijen dan kualitas pusat, menggerakkan perbaikan berkelanjutan melalui integrasi WFM, QA/Training, dan wawasan pelanggan. Peran ini menuntut kemampuan memimpin lintas fungsi dan mengelola proyek peningkatan CX.Anda akan memimpin inisiatif, desain kerangka RCA, dan mengukur ROI sambil bekerja dengan produk,...

Astr o Indonesia seeks a Service Excellence & Analytics Junior Manager to act as the central intelligence and quality engine of the Contact Center.This role drives continuous improvement across customer operations by integrating workforce optimization, frontline quality governance, and data-driven customer insights As our Astronaut, your missions are to...

Love working with data? Obsessed with making things run smoothly? This might be your next move! Teleperformance Indonesia is looking for a Workforce Management professional to join our International Customer Support Operations team. You'll be the person behind the numbers, forecasting staffing needs, creating schedules, monitoring performance in real time,...

Service Excellence & Analytics Junior ManagerThis role will act as the central intelligence and quality engine of the Contact Center. This role is responsible for driving continuous improvement across customer operations by integrating workforce optimization, frontline quality governance, and data-driven customer insightsAs our Astronaut, your missions...

Partner Operations Manager, Video Safety Operations (VSO) About the team This role is part of the Regional Partner Success team, to support driving quality improvements, leveraging key data inputs from Quality Data Measurement. This role will be a key conduit between the TnQ team and our partner teams and will be expected to drive performance metrics with...

Senior Operation Manager (BPO/Call Center Experienced)5-7 years of working experience in BPO/contact center experience is a must.Minimum 3-5 years managing operations in a BPO/contact center environment.Experience in a leadership role in a large contact center setting with extensive client and senior management interface.High fluency in English both oral and...

DescriptionKey Responsibilities 1. Quality Assurance (QA) Design and maintain a robust QA scorecard (adherence, compliance, empathy, accuracy, solution quality) aligned to bank and regulatory standards. Lead daily/weekly call & digital-channel monitoring, scoring, and calibration to ensure consistent, fair evaluations. Drive root-cause analysis on quality...

Team Leadership:Lead the QA Feedbacker team and ensure SLA, quality, and productivity.Monitor performance, attendance, workload, and development.Conduct coaching and performance reviews.Feedback Quality:Ensure feedback is accurate, consistent, and aligned with SOP and QA standards.Improve feedback content based on performance data and business...

Job Title Sr. Manager, Operations Job Description The Sr. Operations Manager is responsible for coaching and supervising a group of Operations Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations. Essential Functions/Core...

Overview As a team leader, your main task will be leading a team of customer service agents for an international project, handling customer issues and inquiries from multi-LOB such as e-mails, chats, and also calls. Your goal is to support and guide your team in delivering exceptional customer service experience and maintain the customer...

Overview As a team leader, your main task will be leading a team of customer service agents for an international online transport project, handling customer issues and inquiries from multi-LOB such as e-mails, chats, and also calls. Your goal is to support and guide your team in delivering exceptional customer service experience and maintain the...

Why Midnite? Midnite is a next-generation sports betting and gaming platform built for a new wave of players. We combine sharp product thinking, bold brand, and fast execution to create experiences that feel modern, intuitive, and built for how people actually play today. Over 400,000 players have already made the move, and we’re only just getting...

Responsibilities About the team This role is part of the Regional Partner Success team, to support driving quality improvements, leveraging key data inputs from Quality Data Measurement. This role will be a key conduit between the TnQ team and our partner teams and will be expected to drive performance metrics with our moderation teams across our Partner...

About GoTymeX GoTymeX is the product, technology and data analytics hub of GoTyme Group. At GoTymeX, we're reimagining digital banking across emerging markets, across South Africa and Asia. Our mission is to unlock human potential, and we aim to do so through the development of transformative financial services that empower individuals and small...

Key Responsibilities 1. Quality Assurance (QA) • Design and maintain a robust QA scorecard (adherence, compliance, empathy, accuracy, solution quality) aligned to bank and regulatory standards. • Lead daily/weekly call & digital-channel monitoring, scoring, and calibration to ensure consistent, fair evaluations. • Drive root-cause analysis on...