Assistant Manager / Operational Coordinator (Contact Center Banking)

PT. Infomedia Nusantara (Telkom Group) Site Jogja & Semarang is seeking a dynamic Assistant Manager / Operational Coordinator to join our Contact Center Banking division in Semarang. This pivotal role combines leadership excellence with operational expertise in a dynamic banking environment. You'll drive customer satisfaction initiatives, optimize operational processes, and lead a team of dedicated professionals. With a strong focus on quality and efficiency, this position offers a unique opportunity to shape the future of banking operations in Indonesia.

As an Assistant Manager / Operational Coordinator, you'll be at the heart of our Contact Center Banking operations. Your daily tasks will include managing customer interactions, ensuring service quality, and implementing best practices to enhance customer experience. You'll work closely with cross-functional teams to streamline processes and improve overall performance. This role is perfect for a professional who thrives in a fast-paced environment and is committed to delivering exceptional service.

Join us in Semarang and be part of a team that is shaping the future of banking. With competitive compensation and a comprehensive benefits package, this is your chance to take your career to the next level.

📋 Tanggung Jawab Pekerjaan

Key Responsibilities:

• Manage and supervise the daily operations of the Contact Center Banking division.
• Ensure high levels of customer satisfaction through effective communication and problem resolution.
• Optimize operational processes to improve efficiency and productivity.
• Lead and mentor a team of operational coordinators and customer service representatives.
• Monitor and report on key performance indicators (KPIs) to ensure operational excellence.
• Implement and maintain quality assurance programs to uphold service standards.
• Collaborate with other departments to ensure seamless integration of banking services.
• Stay updated with industry trends and best practices to continuously improve operational performance.

🎓 Kualifikasi & Syarat

Kualifikasi & Syarat:

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in operational management or a similar role in the banking or contact center industry.
• Proven experience in leading and managing a team of operational staff.
• Strong knowledge of banking operations and customer service best practices.
• Excellent communication and interpersonal skills.
• Proficiency in using CRM systems and contact center software such as Genesys, Avaya, or similar.
• Ability to work under pressure and meet tight deadlines.
• Strong analytical and problem-solving skills.

🛠️ Keahlian

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