Monitor operational performance in real time, ensuring compliance and efficiency through active collaboration and support for field staff and management.
● 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.com is a financial technology startup that operates as a comprehensive online marketplace, making it easy for Indonesians to find and apply for a wide range of financial products. By streamlining access to loans, credit, and other financial services, Cermati.com is committed to promoting financial inclusion and simplifying the financial decision-making process in Indonesia.
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