job description
Are you a dynamic leader with a passion for operational excellence in the BPO industry? Join our team as an Operations Manager in the vibrant heart of Bali and take the helm of a high-performing customer service operation. This is your opportunity to empower teams, shape strategic direction, and drive measurable success in a fast-paced, international environment.
In this pivotal role, you will oversee end-to-end operations, ensuring seamless service delivery, process optimization, and continuous improvement. Your leadership will inspire growth, foster a culture of accountability, and elevate customer satisfaction to new heights. With Bali’s thriving business ecosystem as your backdrop, you’ll collaborate with cross-functional teams to align operational goals with business objectives, all while enjoying the island’s unique work-life balance.
If you thrive in a results-driven environment and are ready to make a tangible impact, we want to hear from you. Apply today and be part of a mission to redefine operational excellence in the BPO sector.
Responsibility
- Lead and manage a large team of customer service professionals, ensuring high performance, engagement, and adherence to KPIs.
- Develop and implement operational strategies to enhance efficiency, reduce costs, and improve service quality.
- Monitor and analyze performance metrics, providing actionable insights and data-driven recommendations for improvement.
- Oversee workforce planning, including scheduling, staffing, and resource allocation to meet business demands.
- Collaborate with HR to recruit, train, and retain top talent, fostering a culture of continuous learning and development.
- Ensure compliance with company policies, industry regulations, and client SLAs.
- Drive process automation and digital transformation initiatives to streamline operations.
- Act as the primary point of contact for escalated customer issues, ensuring timely and effective resolution.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field (Master’s degree is a plus).
- Minimum of 5 years of experience in BPO operations management, with a proven track record of leading large teams.
- Strong leadership and people management skills, with the ability to motivate and develop high-performing teams.
- Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making.
- In-depth knowledge of call center metrics (e.g., CSAT, NPS, AHT, FCR) and performance management tools.
- Proficiency in CRM systems (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- Exceptional communication and interpersonal skills, with fluency in English (written and verbal).
- Ability to work in a fast-paced, multicultural environment and adapt to changing business needs.