Build and manage Business Process and Services Process Improvement. To ensure end to end business process delivery based on KPI to support BU and FU. Include managing quality agents and SOP for internal and external CX Ops.

Responsibilities:

• Evaluate whether products and services align with established quality standards, and provide insights both in services and business process improvement
• Accountable for achieving Quality Performances metrics and CSAT Score
• Create and manage sampling methodology monitoring services
• Support and partner with Operations to improve CSAT achievement, and provide insights improvements
• Manage SOP and compliance documents in Customer Experience Team scope
• Assist Audit team internal or external stakeholders in Services and Business process
• Align with Operational Team and Product Team for improvements based on insights services processes

• Experiences as Quallity Assurance assist digital contact center transactions service monitoring
• Familliar with methodology sampling all channel contact center (call/chat/email/KYC process)
• Analytical thingking and create report from insights CSAT, Apps Store/ Play Store review
• Industry expertise to understand skills and competencies for coaching and conseling
• Collaborative skills with Learning and Development, Innovation Team, and Performance Insights team to provide good initative both Services and Business Process Improvement
• Good verbal and written communication skills in Bahasa Indonesia and English
• Ability to create report quality insights based on CSAT measurements, and monitoring sample

Build and manage proper development quality processes in CX Ops (include learning management system, Help center content, chatbot content development, training process to build good product knowledge to handle customers, manage people development process align with HR Team).

Responsibilities:

• Evaluate whether products and services align with established quality standards, and provide insights both in services and business process improvement
• Support individual and team development, career development, and training and experience-based contact center learning
• Accountable for achieving individual training performance metrics
• Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)
• Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
• Recommend curriculum modifications to Quality Performance Leads on the basis of internal customer feedback and/or Training Needs Analysis
• Build, create, and manage contents of Help center articles along with Business Unit Team, and Product Team

• Experiences as Trainer or Learning and Development Specialist assist digital contact center all channels (call/chat/email/KYC process) & Walk In agents
• Familiar with TNA, Syllabus, training tools, & learning management system
• Ability to create, build, and manage Help Center content based on business writing skill
• Analytical thinking and creating report from insights CSAT, and Help Center feedbacks articles
• Industry expertise to understand skills and competencies for creating training materials, soft skills and product knowledge
• Collaborative skills with Quality Assurance Team, Innovation Team, and Performance Insights team to provide good initiative both Services and Business Process Improvement
• Good verbal and written communication skills in Bahasa Indonesia and English

DIBUTUHKAN CEPAT ANGGOTA PENGAMANAN PENGALAMAN MAKSIMAL UMUR 30 TAHUN

1. Mendukung dan membantu Kepala Bagian ICT merencanakan, mengimplementasi merawat dan mengembangkan aplikasi berbasis web yang dibutuhkan institusi.

2. Memberikan solusi terhadap masalah yang ada sesuai kebijakan dan peraturan institusi.

3. Mendukung pembuatan dokumentasi dan panduan digital untuk aplikasi yang dibangun.

• Menawarkan & memasarkan produk Regulator, selang,kompor ke Agen dan toko-toko
• Memasarkan Produk ke Tradisional Market
• Mencari distributor dan Agen baru.
• Mencapai target perbulan yang telah ditentukan
• Bertanggung jawab atas kelancaran pembayaran pelanggan yang sudah jatuh tempo.
• Melakukan kunjungan rutin ke Agen & Toko.
• Membuat rekap/laporan penjualan.

• Akuisisi merchant untuk menjadi mitra
• Edukasi merchant tentang produk
• Membawa barang orderan merchant/barang promosi

1. Melakukan penjualan barang langsung ke customer
2. Bertanggung jawab dalam mencapai target penjualan yang sudah ditentukan
3. Menjalin hubungan yang baik dengan Existing Customer & Potential Customer

We are looking for a strong mass recruitment manager to lead team of mass recruiters to support our operation team growth across collection, sales and call center team. 

• Build strategy to execute mass recruitment of operation team across sales, call center and operation team 
• Review applicants.
• Conducting interviews
• Conduct reference check
• Prepare a proposal for the job offering to the employment contract
• Prepare a hiring report, vacancies, assessments, talent bank, and recruitment productivity
• Present regular meetings with division heads on the manning level vs hiring needs
• Build relationships with head hunter and/or recruitment partners
• Liaise with Learning Development on the onboarding and employer branding experience