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Head of Service & Contact Center at PT Jalin Pembayaran Nusantara

Posisi Head of Service & Contact Center
Tayang 22 May 2026
Berakhir 21 Jun 2026
Perusahaan PT Jalin Pembayaran Nusantara
Lokasi Jakarta | ID
Tipe Pekerjaan Full Time

Deskripsi Pekerjaan:

Informasi lowongan terbaru dari PT Jalin Pembayaran Nusantara untuk posisi Head of Service & Contact Center. If the Head of Service & Contact Center di Jakarta sesuai dengan kualifikasi Anda, silakan kirimkan lamaran atau CV terbaru Anda langsung melalui portal lowongan kerja Jobkos yang telah diperbarui.

Harap dicatat bahwa melamar pekerjaan mungkin tidak selalu mudah, karena kandidat baru harus memenuhi kualifikasi dan persyaratan tertentu yang ditetapkan oleh perusahaan. Kami berharap peluang karier di PT Jalin Pembayaran Nusantara untuk posisi Head of Service & Contact Center di bawah ini sesuai dengan kualifikasi Anda.

We are looking for a customer-centric and strategic leader to drive service excellence and elevate customer experience across the organization.

As Head of Service & Contact Center, you will lead the development and management of end-to-end service operations, contact center strategies, customer interaction channels, and service quality initiatives to ensure responsive, efficient, and high-quality support for members and customers.

This role requires a strong combination of operational leadership, customer experience management, analytical capability, and cross-functional collaboration to support business continuity and strengthen customer satisfaction in a fast-paced digital environment.

Key Responsibilities :

  1. Lead the development and implementation of service & contact center strategies, service models, and operational standards aligned with business objectives and customer needs.
  2. Oversee and optimize contact center operations, including omnichannel platforms, ticketing systems, customer interaction management, and service infrastructure effectiveness.
  3. Develop and maintain service standards, service level agreements (SLA), operational procedures, knowledge bases, and customer interaction guidelines to ensure consistent service quality across all channels.
  4. Manage workforce planning, operational performance monitoring, staffing optimization, and service level achievement to ensure efficient and effective contact center operations.
  5. Lead the handling and escalation management of customer requests, complaints, and service issues by coordinating with relevant business units to ensure timely and effective resolution.
  6. Develop and implement quality assurance initiatives through interaction monitoring, coaching, performance evaluation, and continuous feedback to maintain high service standards and customer satisfaction.
  7. Analyze customer interaction data, complaint trends, and recurring operational issues to generate actionable insights for service improvement and operational optimization.
  8. Lead cross-functional collaboration with internal stakeholders, including IT, Operations, Product, Sales, and Transformation teams, to support seamless service delivery and continuous service innovation.

Requirements :

  1. Bachelor’s degree in Information Systems, Information Technology, Business Management, or other related disciplines.
  2. Minimum 6 years of experience in service operations, contact center management, customer experience, or customer support leadership roles.
  3. Strong understanding of contact center operations, omnichannel service management, ticketing systems, and customer service processes.
  4. Proven experience in managing operational performance, workforce planning, service quality, and SLA achievement.
  5. Strong analytical and problem-solving skills with the ability to identify operational improvement opportunities from customer and service data.
  6. Experience in leading cross-functional coordination and handling customer escalation management effectively.
  7. Strong leadership, communication, stakeholder management, and team development capabilities.
  8. ITIL Foundation certification and familiarity with data analytics, IT support processes, or service management frameworks will be an advantage.

Info Pekerjaan:

  • Perusahaan: PT Jalin Pembayaran Nusantara
  • Posisi: Head of Service & Contact Center
  • Lokasi Kerja: Jakarta
  • Negara: ID

Cara Mengirimkan Lamaran:

Setelah membaca dan memahami kriteria serta persyaratan kualifikasi minimum yang dijelaskan dalam informasi pekerjaan Head of Service & Contact Center at the office Jakarta di atas, segera lengkapi berkas lamaran kerja seperti surat lamaran, CV, fotokopi ijazah, transkrip nilai, dan pelengkap lainnya sebagaimana dijelaskan di atas. Kirimkan melalui tautan Halaman Berikutnya di bawah ini.

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