Operations Lead: Client Success & Growth

Convergys; Jakarta Pusat; On-site; IDR 267,840,000 - 401,760,000; Full time

Job summary

Concentrix in Jakarta seeks an Operations Manager I to coach and supervise a group of Team Leaders and ensure client service levels and financial targets are met. The role emphasizes coaching, performance management, and cross-functional collaboration with HR, Quality, and WFM to drive continuous improvement.

The candidate should have an Associate''s Degree with 7+ years of experience, including progressive management, preferably with call center exposure, and strong communication skills for

Qualifications

• Associate''s Degree in related field; 7+ years experience with at least 2 years in progressive management preferred.
• Experience coaching and developing action plans to maximize performance.
• Excellent written and verbal communication; ability to present to internal/external associates.

Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
• Maximize revenue generation to reach long and short term financial targets.
• Select, train, develop and manage performance of direct reports; assign work per policy.
• Manage and review operational reports (attendance, metrics, client scorecards).
• Create and maximize relationships with client partners; provide leadership to ensure policy adherence.
• Conduct regular one-on-ones to review performance and provide coaching.
• Foster positive work environment and handle employee relations professionally.
• Participate in cross-functional meetings to define action plans and drive improvement.
• Implement best practices and over-deliver for clients; adjust staffing to meet needs.
• Attend business reviews with the client; oversee a team of team leaders.

Skills

Coaching

Communication skills

Process improvement

Leadership

Call center experience

Time management

Education

Associate''s Degree

Job description

Concentrix in Jakarta seeks an Operations Manager I to coach and supervise a group of Team Leaders and ensure client service levels and financial targets are met. The role emphasizes coaching, performance management, and cross-functional collaboration with HR, Quality, and WFM to drive continuous improvement.

The candidate should have an Associate''s Degree with 7+ years of experience, including progressive management, preferably with call center exposure, and strong communication skills for