English Contact Center Operations Manager

呐; Daerah Istimewa Yogyakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading company is seeking a Contact Center Manager to oversee daily operations, manage client relationships, and ensure financial compliance. This role requires a Bachelor's degree and substantial management experience, along with strong multitasking abilities and fluency in English. Be prepared to enhance operational efficiency and cater to client needs while maintaining high standards of performance.

Qualifications

• At least 2 years of management experience in Contact Center.
• Fluent in speaking/writing in English.
• Contact Center Management and BFSI understanding (preferred).

Responsibilities

• Establish and maintain business standards for accuracy, productivity, and reliability.
• Manage the daily functions of the business.
• Ensure regulatory compliance and legal rules are followed.
• Serve as the primary point of contact for clients, managing and nurturing relationships.

Skills

Multitasking

Education

Bachelor’s degree or equivalent experience in a Contact Center or Business related field

C1 Efset result

Job description

Qualifications:

• Bachelor’s degree or equivalent experience in a Contact Center or Business related field
• Contact Center Management and BFSI understanding (preferred)
• C1 Efset result
• Strong ability to multitask

Fluent in Speaking/Writing in English

• At least 2years of management experience in Contact Center

Responsibilities

• Establish and maintain business standards for accuracy, productivity and reliability
• Manage the daily functions of the business
• Prepare annual performance review and reevaluate processes
• Ensure regulatory, compliance and legal rules are followed
• Manage budget to align with goals of business

Customer and Account Management

• Serve as the primary point of contact for clients, managing and nurturing long-term relationships to ensure client satisfaction and retention
• Address and resolve client issues by coordinating with internal teams such as product development and customer support to ensure timely solutions
• Maintain and update client records, contract information, and account performance metrics, regularly reporting progress to internal and external stakeholders

Operational Responsibilities

• Lead and coordinate operational activities related to client accounts, ensuring the successful delivery of products or services according to client requirements and timelines
• Collaborate with cross-functional teams to align operational processes with client expectations and company objectives
• Monitor key performance indicators (KPIs) related to account performance and operational efficiency, identifying areas for improvement
• Manage team members involved in account operations, delegating tasks and ensuring adherence to company policies and standards

Financial Management and Oversight

• Oversee budgeting processes for client accounts, including preparing, monitoring, and adjusting budgets to align with organizational goals and client agreements
• Ensure compliance with financial regulations and accounting standards within account-related financial activities.
• Prepare and present financial reports and forecasts to leadership and clients to support decision-making and strategic planning

Additional Responsibilities

• Facilitate audits by preparing necessary documentation and liaising with auditors to ensure smooth audit processes
• Implement process improvements and automation tools to enhance operational efficiency and reduce errors in financial and operational workflows