Lead Call Center Project Manager — BPO Growth & Delivery

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

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.