Operations Manager

TELUS Digital; Provinsi Bali; On-site; IDR 240,000,000 - 420,000,000; Full time

Job summary

TELUS Digital in Bali, Indonesia is seeking an experienced Operations Manager to lead program operations, optimize resource allocation, and drive performance across multiple lines of business.

The role requires strong leadership, process optimization, and a proven ability to manage KPIs, budgets, and cross-functional teams while maintaining excellent client relations and a readiness to work night shifts when needed.

Qualifications

• At least 2 years of experience as an Operations Manager or equivalent in a BPO environment.
• Managed 80–100 staff across multiple lines of business.
• Excellent verbal and written English communication.
• Proven track record of meeting targets and commitments.
• Content moderation experience is a plus but not required.
• Proficient in Google Suite and online collaboration tools.
• Capable of building productive client relationships.
• Strong organizational, managerial, critical thinking, and analytical skills.
• Willing to work on public holidays and night shifts when needed.

Responsibilities

• Oversee program operations and KPIs defined by the client (Quality Efficiencies, Staffing, Service Level).
• Collaborate with team members and co-managers; coordinate with GA, HR, Recruitment, IT, Training, Quality, and WFM to drive improvements.
• Maintain daily client communications to align expectations.
• Host internal and external business reviews and present performance insights.
• Manage daily and monthly operating metrics within budget.
• Develop and maintain employee productivity goals against standards.
• Produce monthly operating reports with trend analysis and progress on objectives.
• Coordinate with Site Senior Manager on HR recruiting, training, and retention.

Skills

Operations management

Staffing management

Communication skills

Delivery targets

Content moderation experience

Google Suite

Client relationships

Organizational skills

Shift work/night shifts

Tools

Google Suite

Job description

Introduction

The ideal candidate is a strategic thinker with strong leadership skills, a keen eye for process optimization, and a proven track record of successfully managing complex operations. As the Operations Manager, you will play a pivotal role in ensuring smooth workflows, optimizing resource allocation, and contributing to the overall growth and success of the company.

Key skills and experience

• At least 2 years of working experience as an Operations Manager or equivalent role in a BPO (Business Process Outsourcing) setup;
• Managed at least 80-100 staff across multiple lines of business;
• Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.
• Proven track record of meeting and delivering targets and commitments;
• Content moderation environment work experience is a plus but not required;
• Proficient in Google Suite and online collaboration tools is a plus;
• Capable of building productive business relationships with clients;
• Strong organizational, managerial, critical thinking, creative thinking, problem-solving, decision-making, and analytical skills;
• Willing to work on public holidays and shifting schedules, including night shifts when needed.

Responsibility

• Overall in charge of managing program operations and KPIs set by the client, such as Quality Efficiencies, Staffing, and Service Level;
• Effective collaboration with team members and co-managers. Immediate superior, other support; groups/departments such as GA, HR, Recruitment, IT, Training and Quality, and Workforce Management define action plans that resolve issues and drive continuous improvement;
• Daily communication with the client to align expectations;
• Host internal and external Business reviews on a regular basis and present operational performance, clearly communicate insights, and ensure all operational concerns are addressed;
• Manage program daily and monthly operating metrics within budgeted expense parameters;
• Develop, manage, and maintain employee productivity goals against departmental standards;
• Produce monthly operating reports detailing center activity, trend analysis, goals/objective status, and special projects;
• Coordinate with Site Senior Manager on Human Resource recruiting, training, development, and retention.