● 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.
1. Diploma/Bachelor’s degree in any field
2. Min. 1 year of experience in Contact Center, Telemarketing, or Collection Operations (fresh graduates with strong
analytical skills may be considered).
3. Familiar with basic KPIs in telemarketing/collection.
4. Good analytical and problem-solving skills with strong attention to detail.
5. Ability to work with live dashboards, monitoring tools, and MS Office/Google Workspace.
6. Strong communication and coordination skills; able to escalate issues clearly and quickly.
7. Willing to work in shifts, including weekends/public holidays if required.
Cermati is a financial technology (fintech) startup based in Indonesia. Cermati simplifies the process of finding and applying for financial product by bringing everything online so people can shop around for financial products online and can apply online without having to physically visit a bank.Our team hailed from Silicon Valley Tech companies such as Google, Microsoft, LinkedIn and Sofi as well as Indonesian startups such as Doku, Touchten. We have graduates from well known universities such as Universitas Indonesia, ITB, Stanford, University of Washington, Cornell and many others. We are building a company with the same culture of openness, transparency, drive and meritocracy as Silicon Valley companies. Join us in our cause to build a world class fintech company in Indonesia.
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