Overview
Real Time Floor Management Jobs in Jakarta, Indonesia at Monee
Title: Real Time Floor Management
Company: Monee
Location: Jakarta, Indonesia
Job Description
- Monitor real-time dashboard activity, including agent statuses (idle, busy, on-call), attendance (adherence), and SLA performance.
- Ensure call center and desk collection teams meet daily targets such as call volume, issue resolution, or payment collection.
- Identify issues like excessive idle time, high call queue volumes, or absenteeism in real time.
- Provide recommendations or escalate to supervisors to resolve operational issues.
- Collect real-time data and prepare periodic reports on agent productivity, adherence, and call metrics.
- Collaborate with IT or technical teams to troubleshoot telephony, dialer, or CRM systems during outages.
- System Account Creation and Management
Requirements
- Minimum education S1
- At least 1-2 years of experience in call center operations, desk collection, or real-time monitoring.
- Familiarity with real-time monitoring dashboards for call centers such as Genesys, Avaya, Cisco, or CRM tools.
- Familiarity with Microsoft office (e.g Google Sheet , Excel , Word , Power point , etc)
- Ability to analyze operational data (e.g., call metrics such as AHT, adherence, occupancy, SLA, etc.)
- Capable of identifying and resolving technical or operational issues in real time.
