job description
Join MicroSourcing as a Senior Operations Manager (BPO) in the heart of Bali and lead high-performing teams in a dynamic, customer-centric environment. This is a unique opportunity to drive operational excellence, foster strategic partnerships, and shape the future of our BPO services while enjoying the vibrant culture and work-life balance of Bali.
In this role, you will oversee day-to-day operations, optimize processes, and ensure seamless service delivery for our global clients. With a focus on people management, process improvement, and client satisfaction, you’ll play a pivotal role in scaling our operations while maintaining a motivated and efficient workforce.
This is a full-time, onsite position based in Bali, offering a dayshift schedule with competitive compensation, career growth opportunities, and the chance to work with a forward-thinking, international team.
Responsibility
- Lead and mentor a team of BPO professionals, ensuring high performance, engagement, and adherence to company standards.
- Develop and implement operational strategies to enhance efficiency, productivity, and service quality.
- Monitor KPIs, SLAs, and performance metrics, providing actionable insights to drive continuous improvement.
- Collaborate with cross-functional teams to align operations with business goals and client expectations.
- Manage client relationships, addressing concerns and ensuring satisfaction through proactive communication.
- Optimize workflows, tools, and resources to reduce costs and maximize operational output.
- Drive talent development initiatives, including training, coaching, and succession planning.
- Ensure compliance with industry regulations, company policies, and data security standards.
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, with at least 3 years in a senior management role.
- Proven track record of leading large teams (100+ agents) in a fast-paced, customer-service-driven environment.
- Strong analytical and problem-solving skills, with expertise in process optimization and performance management.
- Excellent communication, negotiation, and stakeholder management abilities.
- Proficiency in BPO tools (e.g., CRM systems, workforce management software) and Microsoft Office Suite.
- Experience in call center, customer service, or back-office operations is highly preferred.
- Ability to work onsite in Bali with flexibility for occasional travel or extended hours as needed.