Associate Operations Manager, Customer Care Operations

Traveloka; Lembang; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading travel company located in Java Barat, Indonesia is seeking an experienced professional for the role of Operations Manager in Customer Care. The ideal candidate will develop operational strategies, manage performance with BPO partners, and ensure exceptional service quality. Candidates should have at least 5 years of experience in operations management, excellent communication skills, and proficiency in tools like Microsoft and Bi tools. This position offers an opportunity to lead initiatives that drive change and improve customer satisfaction.

Qualifications

• Minimum of 5 years of experience in operations management, preferably in customer service.
• Demonstrated leadership experience in developing high-performing teams.
• Excellent English communication skills, both spoken and written.

Responsibilities

• Develop and implement an operational strategy for the Customer Care Operations.
• Manage the overall performance and relationship with the BPO partner.
• Monitor performance metrics to improve team effectiveness.

Skills

Operational excellence

Leadership

Customer satisfaction management

Analytical skills

Strategic planning

Communication skills

Education

Bachelor’s degree from a Top University

Tools

Microsoft/Google suites

Business intelligence tools

CRM tools

Job description

Job Description

• Strategic Planning: Develop and implement an operational strategy and business plan for delivering exceptional services to customers. This includes tactics and initiatives based on the Customer Care Operations Strategy, aligning with the company's objectives.
• BPO Partner Management: Collaborate with the BPO partner to ensure they operate the contact center in accordance with COPC guidelines. Conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Identify and evaluate advanced technologies, establish technical specifications, and set production, productivity, quality, and customer-service standards.
• Performance Management: Manage the overall performance and relationship with the BPO partner to achieve agreed-upon metrics and standards. Drive continuous improvement by recommending changes as needed to enhance efficiency and effectiveness.
• Performance Monitoring: Monitor performance metrics and evaluate the efficiency of team members at all management levels. Take corrective actions to improve individual and team performance as necessary.
• Monthly/Quarterly/Semesterly/Annual Operating Plan: Develop and maintain an annual operating plan for the Customer Care Operation customers, focusing on service quality and operational efficiency to achieve company goals.
• Professional Development: Stay updated on emerging trends in call center operations management, attend educational workshops, review industry publications, and participate in professional societies to maintain technical knowledge and best practices.
• Quality Assurance: Oversee the quality monitoring and standard monitoring process to ensure high-quality service across all customer care operations teams, including Customer Satisfaction (CSAT) and Net Promoter Score (NPS) aspects.
• Talent Development: Collaborate with the training and learning team to develop competency-based learning and build a talented contact center workforce. Foster teamwork, morale, motivation, and a customer-centric focus among managers and staff.
• Team Member Development: Develop and nurture the skills and capabilities of team members through daily monitoring, supervision, quarterly and yearly performance discussions/evaluations, and routine coaching/training in coordination with the People Ops Team.

Job Requirements

• Minimum bachelor’s degree in any major from a Top University.
• Minimum of 5 years of experience in operations management, preferably in a customer service or contact center environment.
• Experience working with premium or VIP customers is highly desirable.
• Demonstrated leadership experience, including leading and developing high-performing teams.
• Proven track record of driving operational excellence and delivering results in a fast-paced, dynamic environment.
• Proficient Knowledge in Customer Satisfaction Management, related business Industry (airlines, hotels, travel agents)
• Experience in managing BPO performance
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions
• Strong strategic planning and execution skills.
• Excellent Knowledge in Service or Complaint & Recovery Management or Sales & Marketing Basic knowledge
• Strong writing, communication, presentation, negotiation, and analytical skills
• Demonstrated proficiency in English speaking and writing is required. Clear and articulate communication skills are crucial for effective interaction with team members, stakeholders, and senior management. The ability to convey complex ideas and concepts clearly and concisely is highly valued.
• COPC literate, COPC certified will be an advantage
• Proficient in Microsoft /Google/Business intelligence tools (BI tools)/CRM Tools products and other applications e.g., Microsoft Word, Excel, PowerPoint, Databases, Gdoc, Gsheet, GSlides, Google data studio, Tableau, Zendesk, Salesforce, Siebel, etc