Customer Service Supervisor - Monee Credit

About Monee

Monee is a leading digital payments and financial services provider in Southeast Asia, with a growing presence in Latin America. Its mission is to better the lives of individuals and businesses in the region with financial services through technology.

Monee delivers a comprehensive range of digital financial products and services, including mobile wallets, payment processing, credit, banking, and insurtech. By leveraging technology and strategic partnerships, Monee aims to drive greater digital financial inclusion, convenience, and accessibility for individuals and small businesses across Southeast Asia and Latin America.

Monee is part of Sea Limited, a global technology company.

• Supervise daily L1 Call inbound & outbound operations, ensuring service level and productivity targets are consistently met.
• Monitor real-time agent performance dashboard (call attempts, connects, AHT, adherence) and take corrective action promptly.
• Manage agent scheduling, shift coverage, and attendance tracking.
• Track and drive agent KPI achievement across three core metrics: Productivity, CSAT, and QA Score.
• Partner with QA team for call validation, ensuring SOP compliance and zero tolerance for integrity violations.
• Escalate critical issues (hard complaints, fraud cases, system outages) promptly to Operations Lead.

• Minimum 1 years of experience in a supervisory role within call center/contact center/collection operations.
• Proven track record in managing team KPIs (productivity, CSAT, quality) and driving performance improvement.
• Strong coaching and people development skills — ability to develop new hires and underperforming agents.
• Experience with disciplinary processes (warnings, commitment letters, performance improvement plans).
• Proficient in data analysis — comfortable reading dashboards, interpreting performance metrics, and identifying root causes.
• Excellent communication skills in Bahasa Indonesia; working proficiency in English (for internal reporting).
• Experience working with BPO/outsourcing partners in a multi-vendor environment.