Overview
● 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.
Full job description
Full job description
● 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.
Qualifications and requirements
-
Diploma/Bachelor’s degree in any field
-
Min. 1 year of experience in Contact Center, Telemarketing, or Collection Operations (fresh graduates with strong
analytical skills may be considered).
-
Familiar with basic KPIs in telemarketing/collection.
-
Good analytical and problem-solving skills with strong attention to detail.
-
Ability to work with live dashboards, monitoring tools, and MS Office/Google Workspace.
-
Strong communication and coordination skills; able to escalate issues clearly and quickly.
-
Willing to work in shifts, including weekends/public holidays if required.
Requirements & qualifications
-
Diploma/Bachelor’s degree in any field
-
Min. 1 year of experience in Contact Center, Telemarketing, or Collection Operations (fresh graduates with strong
analytical skills may be considered).
-
Familiar with basic KPIs in telemarketing/collection.
-
Good analytical and problem-solving skills with strong attention to detail.
-
Ability to work with live dashboards, monitoring tools, and MS Office/Google Workspace.
-
Strong communication and coordination skills; able to escalate issues clearly and quickly.
-
Willing to work in shifts, including weekends/public holidays if required.
Tips for this job
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- Tailor the CV and application to the responsibilities and required skills stated on the official employer page.
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- Apply through the original employer or official recruitment destination shown on this page.
Verification notes
Discovered from the employer’s public SmartRecruiters Posting API. The public detail endpoint was fetched and its job-ad sections were normalized into a complete, safe candidate-facing description.
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