job description
Join GlobaLynx Solutions as a BPO Operations Manager and take the helm of our dynamic, fast-growing programs in Bali. We’re on the lookout for a strategic leader with a data-driven mindset and a passion for people development to optimize our customer service operations, drive efficiency, and scale our accounts to new heights.
In this pivotal role, you’ll oversee end-to-end BPO operations, ensuring seamless service delivery, client satisfaction, and team excellence. With Bali’s thriving business ecosystem as your backdrop, you’ll have the opportunity to innovate, mentor, and shape the future of our global client engagements.
If you thrive in high-energy environments, excel at process improvement, and have a proven track record in BPO leadership, this is your chance to make a tangible impact while enjoying the vibrant work-life balance Bali offers.
Responsibility
- Team Leadership: Manage, mentor, and develop a high-performing BPO team, fostering a culture of accountability, collaboration, and continuous improvement.
- Operational Excellence: Oversee daily operations, ensuring SLAs, KPIs, and quality standards are met or exceeded across all accounts.
- Client Relationship Management: Act as the primary point of contact for key clients, addressing concerns, presenting performance reports, and identifying growth opportunities.
- Process Optimization: Analyze workflows, implement best practices, and leverage data insights to enhance efficiency and reduce operational costs.
- Workforce Planning: Forecast staffing needs, manage schedules, and ensure optimal resource allocation to meet business demands.
- Compliance & Training: Ensure adherence to company policies, industry regulations, and client-specific guidelines; design and deliver training programs.
- Technology Integration: Collaborate with IT teams to deploy and optimize tools (e.g., CRM, WFM software) for streamlined operations.
- Performance Metrics: Monitor and report on key metrics (e.g., CSAT, AHT, FCR) and drive corrective actions where needed.
Qualifications
- Proven Experience: Minimum of 5 years in BPO operations management, with a focus on customer service, call centers, or back-office support.
- Leadership Skills: Demonstrated ability to lead cross-functional teams of 50+ agents in a fast-paced environment.
- Analytical Mindset: Strong proficiency in data analysis (Excel, Power BI, or similar) to drive decision-making.
- Industry Knowledge: Deep understanding of BPO KPIs, SLAs, and quality assurance frameworks.
- Communication: Exceptional English proficiency (written and verbal) with experience in client-facing roles.
- Problem-Solving: Ability to troubleshoot operational challenges and implement scalable solutions.
- Adaptability: Comfortable working in a multicultural, remote, or hybrid setting with global clients.
- Education: Bachelor’s degree in Business Administration, Management, or related fields (or equivalent experience).