Job Description :
- Conducting effective resource planning to maximize the productivity of resources (people, technology etc.) within the customer operations support department
- Developing detailed project plans to guide team of customer operations support and revising based on changing needs and requirements
- Identifying and assigning project tasks based on the skill sets, experience and strengths of team members
- Evaluating SOPs accordingly and monitoring the overall performance with key metrics (accuracy, call-waiting time etc.) of customer operations support department
- Maintaining knowledge management system and facilitates knowledge sharing across projects
- Responsible for identifying and leveraging cost-effective resources for project delivery within customer operations support department
- Prepare weekly/monthly/yearly reports for different departments or upper management
Requirements :
- Bachelor’s Degree
- Minimum of 5 years or relevant experience as Project Management Office (PMO) or Data Analyst or Business Process Improvement at the call center industry or banking/financial technology
- Excellent organizational and leadership skills with knowledge of performance evaluation & customer service metrics
- Excellent communication skills both in Bahasa Indonesia and English
- Working knowledge of project management software tools such as Microsoft Excel, Google Sheet and other relevant applications
- Based in Solo, Surakarta
