Call Center Project Manager (BPO Industry) - Alam Sutera

PT NEW CORAL SEA; Tangerang; On-site; IDR 36,000,000 - 72,000,000; Full time

Benefits offered by this job

Competitive salary package

Health and wellness benefits

Professional development opportunities

Career advancement pathways

Performance-based incentives

Staff discounts

Job summary

PT NEW CORAL SEA is seeking a Call Center Project Manager to lead operations within our BPO division in Alam Sutera, Tangerang. This full-time role focuses on delivering high-quality call center projects from inception to completion while maintaining client satisfaction and cost efficiency.

You will oversee planning, budgeting, and performance measurement, collaborating with agents, QA, and stakeholders to ensure top performance and compliance with industry standards.

Qualifications

• 5+ years of call center/BPO project management experience.
• Proven track record of delivering projects on time and within budget.
• Strong leadership and people management skills.
• Excellent communication with clients and internal teams.
• Bachelor's degree in related field; PMP/PRINCE2 preferred but not required.

Responsibilities

• Develop and implement project plans, timelines, and budgets for call centre operations and client deliverables.
• Monitor progress against SLAs and quality standards.
• Coordinate with cross-functional teams including agents, QA, and client stakeholders.
• Identify and resolve operational bottlenecks to maintain service delivery.
• Conduct performance reviews and coaching to drive improvement.
• Prepare status reports and analyze KPIs for senior management and clients.
• Manage client relationships and act as primary contact for project matters.
• Ensure compliance with policies, standards, and regulatory requirements.
• Implement process improvements to reduce costs and boost efficiency.
• Train and onboard new team members on requirements and standards.

Skills

Project management

Leadership

Stakeholder management

Analytical skills

Bilingual English/Indonesian

Education

Bachelor's degree in Business Administration/Management

Tools

Call center management systems

Project management tools (MS Project/Asana)

Job description

Call Center Project Manager (BPO Industry) - Alam Sutera

About the role

PT NEW CORAL SEA is seeking an experienced Call Center Project Manager to lead operations and drive excellence within our Business Process Outsourcing (BPO) division. This is a full-time position based in Alam Sutera, Tangerang, Banten. As Project Manager, you will be responsible for overseeing call centre projects from inception through completion, ensuring quality delivery, meeting client expectations, and maintaining operational efficiency. This role is strategically important to our organisation, as it directly influences client satisfaction, team performance, and overall business growth within the BPO sector.

Key responsibilities

• Develop and implement comprehensive project plans, timelines, and budgets for call centre operations and client deliverables
• Monitor project progress and performance metrics, ensuring adherence to service level agreements (SLAs) and quality standards
• Manage and coordinate with cross-functional teams, including call centre agents, quality assurance teams, and client stakeholders
• Identify and resolve operational challenges and bottlenecks to maintain consistent service delivery
• Conduct regular performance reviews and provide coaching to team members to drive continuous improvement
• Prepare and present status reports, analysing key performance indicators (KPIs) and project outcomes to senior management and clients
• Manage client relationships and act as the primary point of contact for project-related matters
• Ensure compliance with company policies, industry standards, and regulatory requirements within the BPO sector
• Implement process improvements and best practices to enhance efficiency and reduce operational costs
• Train and onboard new team members, ensuring they understand project requirements and company standards

What we're looking for

• 5+ years of experience in call centre management or BPO project management, with a proven track record of successful project delivery
• Strong understanding of call centre operations, including workforce management, quality assurance, and customer service delivery
• Excellent project management skills with proficiency in planning, scheduling, budgeting, and resource allocation
• Demonstrated ability to lead and motivate teams in a fast-paced, target-driven environment
• Proficiency in call centre management systems and project management tools
• Strong analytical and problem-solving capabilities with the ability to use data to drive decision-making
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders
• Experience managing client relationships and ensuring high levels of customer satisfaction
• Knowledge of industry best practices and familiarity with BPO regulatory requirements
• Fluency in English and Indonesian languages (both written and verbal)
• Bachelor's degree in Business Administration, Management, or a related field (or equivalent professional experience)
• Project management certification (such as PMP or PRINCE2) is preferred but not required

What we offer

• Competitive salary package commensurate with experience and qualifications
• Comprehensive health and wellness benefits for you and your family
• Professional development and training opportunities to enhance your skills and career progression
• Clear career advancement pathways within our growing BPO organisation
• Performance-based incentives and bonuses
• Supportive and collaborative work environment
• Flexible working arrangements where applicable to promote work-life balance
• Staff discounts and other employee benefits

About us

PT NEW CORAL SEA is a leading Business Process Outsourcing provider committed to delivering exceptional customer service solutions to our diverse client base. With a focus on innovation, quality, and operational excellence, we specialise in call centre services and customer engagement solutions. Our mission is to empower businesses by providing reliable, cost-effective outsourcing services that drive customer satisfaction and operational efficiency. We pride ourselves on fostering a dynamic, inclusive workplace culture where our talented team members can grow, contribute meaningfully, and achieve their professional aspirations.