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● Monitor agent and field staff activities in real time to ensure adherence to processes, scripts, and compliance

standards.

● Track operational KPIs such as call volumes, queue status, collection performance, and conversion rates.

● Identify and escalate irregularities, performance gaps, or potential compliance risks immediately.

● Provide instant support and guidance to teams to resolve issues on the spot.

● Collaborate with supervisors and managers to optimize resource allocation and improve efficiency.

● Generate concise daily insights on floor performance to support decision-making.

1. Diploma/Bachelor’s degree in any field

2. Min. 1 year of experience in Contact Center, Telemarketing, or Collection Operations (fresh graduates with strong

analytical skills may be considered).

3. Familiar with basic KPIs in telemarketing/collection.

4. Good analytical and problem-solving skills with strong attention to detail.

5. Ability to work with live dashboards, monitoring tools, and MS Office/Google Workspace.

6. Strong communication and coordination skills; able to escalate issues clearly and quickly.

7. Willing to work in shifts, including weekends/public holidays if required.