Helpline Supervisor

Full Time - Head Office - DKI JAKARTA
By Nadiya | Sep 14, 2026

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Job Requirement

• Minimum D3 in any major
• Minimum 3 years of experience in Call Center, preferably as a Team Leader
• Experienced in complaint handling and problem solving
• Strong leadership, communication, and decision-making skills
• Proficient in Microsoft Office and fluent in English
• Basic Call Center / Complaint Handling certification is a plus

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Job Description

1. Conduct daily afternoon briefings with the Team Leader and evaluate Helpline Agents’ performance.
2. Monitor the daily performance of Helpline Agents and Team Leaders.
3. Perform case problem-solving in accordance with the specified SLA.
4. Conduct daily coaching sessions for Team Leaders and Helpline Agents.
5. Manage complaints by handling, following up, and resolving complaints received from clients and partner providers.
6. Ensure proper follow-up of Helpline handovers.
7. Participate in periodic client review meetings (monthly, quarterly, semi-annually, or annually).
8. Compile monthly complaint reports.
9. Arrange Product and Terms & Conditions (T&C) refreshment sessions every two weeks.
10. Conduct staff performance evaluations at least once a year, including KPI and annual assessments.
11. Review the Helpline team’s shift schedule prepared by the Team Leader.
12. Prepare monthly Helpline Agent scorecard reports.
13. Review and update Helpline work instructions (IK) and Standard Operating Procedures (SOPs).