Customer Care Operations Leader | BPO Performance & Strategy

PT Trinusa Travelindo; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading travel technology company in Jakarta is seeking an Associate Operations Manager for Customer Care Operations. The role involves strategic planning, BPO partner management, and enhancing service quality in a dynamic environment. Candidates should possess a Bachelor's degree and at least 5 years of operations management experience, with strong leadership and analytical skills. The company values diverse backgrounds and offers an exciting career in the travel marketplace.

Qualifications

• Minimum of 5 years of experience in operations management, preferably in a customer service or contact center environment.
• Demonstrated leadership experience, including leading and developing high-performing teams.
• Proficient in English speaking and writing.

Responsibilities

• Develop and implement operational strategies for customer service.
• Manage and improve performance metrics of the BPO partner.
• Ensure high-quality service across all operations teams.

Skills

Leadership

Analytical skills

Communication skills

Customer Satisfaction Management

Strategic planning

Team development

BPO performance management

Education

Bachelor’s degree in any major from a Top University

Tools

Microsoft Office Suite

Google Suite

CRM Tools

Business intelligence tools (e.g., Tableau, Zendesk)

Job description

A leading travel technology company in Jakarta is seeking an Associate Operations Manager for Customer Care Operations. The role involves strategic planning, BPO partner management, and enhancing service quality in a dynamic environment. Candidates should possess a Bachelor's degree and at least 5 years of operations management experience, with strong leadership and analytical skills. The company values diverse backgrounds and offers an exciting career in the travel marketplace.