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Berikut informasi lowongan kerja bagi para pencari kerja yang tertarik untuk mengembangkan karir dan turut serta bergabung menjadi bagian dari karyawan Indonesia WeLab Digital Bank (PT Astra WeLab Digital Arta) dengan kualifikasi sebagai berikut:
Indonesia WeLab Digital Bank - Call Center Lead
About You
- You're a go-getter with mad juggling skills (or multiple hats) who can thrive in a fast-paced, agile environment
- You have a strong thirst for knowledge and are driven to find solutions that don't exist yet
- You are comfortable with ambiguity and extremely resourceful (in your past life you could've been a detective)
- You always find a way to get things done without sacrificing the quality of your work, integrity and values. No task is off limits for you.
- You are humble and prioritize the success of the team over your own with an eagerness to help those around you
- You don't shy away from challenges and have the ability to bounce back from setbacks
What you’ll do and what success looks like in this role
- Ensure that all processes and systems in the Call Center run in accordance with existing provisions and standards.
- Strive to improve the standard of Call Center service by always reviewing the provisions related to CallCenter and revise or create new provisions.
- Escalating existing problems to the related units immediately to avoid reputational risk for existing services.
- Ensure that the services provided by the call center team are reviewed regularly and according to standards, and strive to improve service quality so that they can be the best in the industry, especially digital banking
- Collaborate and provide feedback to other teams regarding incoming calls to the call center and seek to make improvements.
- Checking all operational processes, preparing communications in response to complaints from regulators, are carried out properly and correctly in accordance with applicable procedures and provisions.
- Carry out improvement initiatives and make alignment with related functions and work units in order to continue to improve call center services.
- Collaborate in carrying out comprehensive plans and strategies that solve complex business challenges.
- Checking the entire process of reporting customer complaints to regulators is carried out correctly and according to the agreed schedule.
- Ensure compliance with group policies and guidelines and regulatory requirements.
- Prepare commercial contracts with call center vendors to ensure alignment with the company's strategic business plan
- Continue to follow up on audit findings and make improvements to these findings.
- Work closely with other teams within the bank, partners to resolve all operational problems that occur and for the bank's growth strategy
What Is Required And What We’re Looking For
- Bachelor’s degree in business administration, Economics, Management, Finance or equivalent disciplines
- Minimum 5 years of experience in Financial Institutions, corporate strategy, or equivalent operations management experience in finance / technology companies
- Experience in managing large number of call center agents
- Impeccable business judgment and demonstrated analytical and problem-solving skills
- Excellent communication and interpersonal skills with an ability to distill complex issues into structured frameworks and concrete action plans
- Hands-on and a high degree of flexibility in adapting to a rapidly changing environment
- Excellent command of spoken and written English and Bahasa
Note: Semua proses rekrutmen ini gratis dan tidak dipungut biaya apapun. Hati-hati terhadap segala bentuk tindak penipuan!
