job description
Join XMCBPO as an Operations Manager and lead our high-performing call centre teams in the vibrant heart of Bali. This is a unique opportunity to drive operational excellence while enjoying a competitive salary, unparalleled career growth, and an exceptional work-life balance in one of the world's most sought-after destinations.
As the backbone of our customer service operations, you will oversee daily activities, optimize team performance, and ensure seamless service delivery. With a focus on innovation and employee development, this role offers the chance to make a tangible impact while working in a dynamic, multicultural environment.
Why Bali? Beyond the professional rewards, you'll enjoy the island's breathtaking beaches, rich culture, and thriving expat community—all while advancing your career with a global leader in BPO services.
Responsibility
- Lead and mentor a team of call centre supervisors and agents to achieve KPIs and service level agreements (SLAs).
- Develop and implement strategic operational plans to enhance efficiency, productivity, and customer satisfaction.
- Monitor real-time performance metrics and provide data-driven insights to senior management.
- Foster a positive work culture through training, coaching, and employee engagement initiatives.
- Collaborate with HR to recruit, onboard, and retain top talent in a competitive market.
- Ensure compliance with industry regulations, company policies, and quality assurance standards.
- Optimize workflows and leverage technology to streamline operations and reduce costs.
- Act as the primary liaison between clients and internal teams to resolve escalations and improve service delivery.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 5 years of experience in call centre operations, with at least 2 years in a managerial role.
- Proven track record of improving team performance, reducing attrition, and enhancing customer satisfaction.
- Strong analytical skills with proficiency in CRM software, workforce management tools, and Microsoft Office Suite.
- Excellent communication, leadership, and problem-solving abilities.
- Experience in a multicultural or offshore BPO environment is highly desirable.
- Fluency in English; additional languages are a plus.
- Ability to thrive in a fast-paced, high-pressure environment while maintaining a customer-centric approach.