Customer Care B2B Jr Supervisor (Semarang)

We think you also hate when travel app is giving you a headache, right? A slight misinformation can ruin the trip. That is exactly what we are tackling as t-fam! Making sure that our 50+ million users have the best experience in crafting their own adventure. Your main duty in flying with us:

Ensure the effective implementation and compliance of SOPs across the Operations Team Monitor and manage case resolution to ensure all interactions are handled within agreed SLA timeframes Act as a strategic partner to the Customer Care Manager in developing, improving, and scaling contact center operations

Prepare and present regular performance reports, including key achievements, trends, and areas for improvement Identify operational gaps and proactively propose solutions to enhance team productivity and service quality Coach and guide team members to maintain high performance and continuous development

Mandatory belongings that you must prepare: Minimum 2 years of experience in contact center or customer care operations Background in the OTA or Third Party Suppliers (3PS) industry is preferred

Experience with GDS (Global Distribution System) is an added advantage Strong analytical thinking with the ability to interpret performance data and drive improvement Proven coaching, presentation, and negotiation skills