Real Time Operations Monitoring Staff

Jakarta, idFull-timePosted Jan 6, 2026

● Monitor agent and field staff activities in real time to ensure adherence to processes, scripts, and compliance standards. ● Track operational KPIs such as call volumes, queue status, collection performance, and conversion rates. ● Identify and escalate irregularities, performance gaps, or potential compliance risks immediately. ● Provide instant support and guidance to teams to resolve issues on the spot. ● Collaborate with supervisors and managers to optimize resource allocation and improve efficiency. ● Generate concise daily insights on floor performance to support decision-making.

Diploma/Bachelor’s degree in any field
Min. 1 year of experience in Contact Center, Telemarketing, or Collection Operations (fresh graduates with strong analytical skills may be considered).
Familiar with basic KPIs in telemarketing/collection.
Good analytical and problem-solving skills with strong attention to detail.
Ability to work with live dashboards, monitoring tools, and MS Office/Google Workspace.
Strong communication and coordination skills; able to escalate issues clearly and quickly.
Willing to work in shifts, including weekends/public holidays if required.

Description copied from Cermati's careers page. Read the full posting before you apply.

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