Contact Center Manager

HEAD OF CONTACT CENTER

PT BREXA Raya Indonesia is currently assisting our client, a Japanese Technology Company based in Jakarta, in finding an experienced professional to join their team as:

HEAD OF CONTACT CENTER

📍 Location: Jakarta

About the Role

The Head of Contact Center will be responsible for overseeing the overall contact center operation, ensuring service quality, SLA achievement, customer satisfaction, and operational efficiency.

This role will also coordinate with internal teams, customers, vendors, field service teams, and ATM partners to ensure timely resolution of operational issues related to ATM/CDM/CRM systems and communication networks.

Key Responsibilities

• Lead and oversee the overall Contact Center operation to ensure service quality, operational efficiency, and customer satisfaction.
• Ensure the implementation and achievement of Service Level Agreements (SLA) and agreed service performance targets.
• Monitor and optimize monitoring tools, applications, and system uptime to maintain operational continuity.
• Ensure effective utilization and optimization of FSM (Field Service Monitoring) and related applications.
• Oversee the handling, monitoring, and escalation of customer issues related to ATM/CDM/CRM operations and communication networks.
• Ensure that issues beyond the Contact Center's scope are properly escalated and coordinated with the relevant internal departments or work units.
• Coordinate issue resolution with internal teams, related business units, ATM vendors, service providers, and other partners.
• Ensure the preparation and accuracy of daily and monthly operational reports, including ATM/CDM/CRM issues, network issues, SLA performance, and customer feedback.
• Monitor operational performance and identify opportunities for process and service improvement.
• Oversee the procurement process for required resources and infrastructure in accordance with operational targets.
• Ensure the implementation of preventive maintenance for ATM/CDM/CRM machines in coordination with relevant teams and vendors.
• Lead coaching, onboarding, training, and competency evaluation programs for Contact Center agents and team members.
• Develop team capabilities and ensure agents consistently meet service and operational standards.
• Prepare and submit regular operational performance reports and recommendations to the Manager / Management.
• Build and maintain effective relationships with customers and key stakeholders.
• Ensure compliance with applicable operational procedures, service standards, and IT service management practices.

Requirements

• Minimum 5 years of experience in IT Operations, Managed Services, or Contact Center operations, preferably with experience in a leadership or managerial role.
• Experience in the banking industry, ATM operations, or financial technology services is highly preferred.
• Strong experience in Contact Center / Customer Service Operations Management.
• Strong understanding of Customer Relationship Management (CRM) and customer service processes.
• Experience with FSM, Smasher, or similar Field Service Management platforms.
• Good understanding of ATM/CDM/CRM hardware and software operations.
• Good knowledge of network infrastructure and troubleshooting.
• Experienced in operational reporting and data analysis using Microsoft Excel, SQL, or BI tools.
• Strong understanding of the ITIL framework and IT service management principles.
• Knowledge or certification related to COPC, CCW, CCIC, or ISO 9001:2015 is preferred.
• Strong leadership and people management skills, including coaching, training, performance evaluation, and team development.
• Excellent communication, stakeholder management, and problem-solving skills.
• Strong ability to manage customer escalations and coordinate with multiple internal and external stakeholders.
• Able to work in a fast-paced environment and manage multiple operational priorities.
• Good command of English, both written and spoken, is preferred due to the Japanese working environment.

Key Competencies

Contact Center Management | Customer Experience | IT Operations | Managed Services | SLA Management | ATM/CDM/CRM Operations | Field Service Management | Customer Relationship Management | Network Troubleshooting | ITIL | Vendor Management | Escalation Management | Operational Reporting | Team Leadership | Coaching & Training

What We Offer

• Opportunity to join a Japanese technology company with an international working environment.
• Leadership exposure in Contact Center and IT service operations.
• Opportunity to work closely with customers, technology teams, vendors, and business partners.
• Exposure to ATM/CDM/CRM and field service operations.
• Professional career development in a structured Japanese organization.

How to Apply

If you are an experienced Contact Center / IT Operations leader with strong customer service, operational, and people management capabilities, we invite you to apply.