Asisten Manejer/ Koordinator Operasional (Contact Center Banking)

About PT. Infomedia Nusantara:

PT. Infomedia Nusantara is a subsidiary of PT Telkom Indonesia, specializing in Business Process Outsourcing (BPO) with core services in Customer Relationship Management (CRM) and Shared Service Operations (SSO). Infomedia manages business processes for 600+ companies across multiple industries and holds approximately 53% market share in Indonesia’s contact center industry, making it the market leader nationwide. [infomedia.co.id]

With 22+ years of experience managing large-scale contact centers, Infomedia has transformed into a Digital CX Partner, offering modern digitalized BPO solutions such as omnichannel contact centers, data management, digital marketing, and cloud-based business services.

Job Descriptions:

• Lead and manage daily banking contact center operations.

• Oversee financial performance and ensure operational profitability.

• Coordinate with internal and external stakeholders to deliver high-quality service outcomes.

• Provide insightful operational and analytical reports to support strategic decisions.

• Full handling operational Call Center Team (Team Leader and Agent)

• Make sure to achieve KPI (QA, Ticket Accuracy, SL, ATT, QM Score, SCR, Sales Inbound Cross-selling & Upselling)
  

Requirements:

• 5–7 years of experience in a BPO. In fintech or banking contact center environment (must-have).

• 3–5 years of operational management experience in Banking/ Fintech Contact Center

• Strong leadership experience managing large-scale teams (more than 50 members) with client-facing responsibilities

• Experience in leading Inbound Call Center or Telemarketing

• Strategic thinker with strong execution capability

• Proven experience in team building and managing operational, organizational, and financial functions

• Demonstrated ability to coach and develop team members

• Holds an accredited contact center industry certification (local or international)

• Expert Ms. Office (Ms. Excel & Ms. Power Point)

• Placement in Semarang but willing to be relocated to Jogja if it's needed
  

Reporting Line:

- External: Client

- Internal: Head of Department & Vice President