Operations Manager - Call Center (BPO) - Tangerang

Join a leading Business Process Outsourcing (BPO) company in Tangerang, Banten as an Operations Manager for our dynamic call center division. This role offers a unique opportunity to lead high-performing teams, including Team Leaders, Supervisors, and Agents, in delivering top-notch customer service solutions. As an Operations Manager, you will be responsible for ensuring seamless operations, optimizing performance, and driving continuous improvement in our call center.

Our company, Private Advertiser, is a trusted name in the BPO industry, known for our commitment to excellence and innovation. With a strong focus on customer satisfaction and operational efficiency, we are dedicated to providing exceptional service to our clients. In this role, you will have the chance to work in a fast-paced environment where your leadership and strategic thinking will make a significant impact.

As an Operations Manager, you will be responsible for managing daily operations, including scheduling, staffing, and performance monitoring. You will work closely with your team to ensure that all processes are running smoothly and that customer service standards are met. This role requires a proactive and results-driven individual who is passionate about driving operational excellence and delivering outstanding customer experiences.

📋 Tanggung Jawab Pekerjaan

• Lead and manage a team of Team Leaders, Supervisors, and Agents to ensure high levels of customer satisfaction and service quality.
• Develop and implement operational strategies to improve efficiency, productivity, and customer service standards.
• Monitor and analyze performance metrics to identify areas for improvement and implement corrective actions.
• Ensure compliance with company policies, procedures, and industry regulations.
• Coordinate with cross-functional teams to ensure seamless integration of operations and customer service.
• Conduct regular team meetings and performance reviews to provide feedback and support.
• Implement and monitor quality assurance processes to maintain high service standards.
• Stay updated with industry trends and best practices to drive continuous improvement in operations.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Minimum of 5 years of experience in a supervisory or managerial role in the BPO or call center industry.
• Proven track record of leading and managing high-performing teams.
• Strong knowledge of call center operations, including inbound and outbound call handling, quality assurance, and performance monitoring.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in using call center software such as Avaya, Cisco, or similar platforms.
• Certification in operations management or a related field is a plus.
• Ability to work in a fast-paced, dynamic environment and meet tight deadlines.

🛠️ Keahlian

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