Operations Manager Contact Center

PT Rajawali Berdikari Indonesia; Kota Semarang; On-site; IDR 300,000,000 - 420,000,000; Full time

Job summary

PT Rajawali Berdikari Indonesia is seeking an experienced Operations Manager to lead day-to-day project operations, guide Team Leads, and ensure client KPI targets are achieved. The role emphasizes strong client relationships, coaching, and performance reviews to drive service excellence.

The ideal candidate will have at least 2 years in an Operations Manager role within a BPO inbound call setting, with proven ability to manage large teams and meet commitments through structured leadership and

Qualifications

• Experience as an Operation Manager with at least 2 years in a leadership role.
• Experience managing large teams in a BPO/inbound call environment.

Responsibilities

• Directs and oversees day-to-day project operations through effective leadership and management of Team Leads.
• Ensure delivery of all client KPIs and targets.
• Build and maintain productive client relationships; act as primary contact.
• Motivate, mentor, coach and provide leadership to direct reports; identify training gaps.
• Host internal and external business reviews and present operational performance; address concerns.

Skills

Team leadership

Client management

KPI delivery

BPO operations

English proficiency

Coaching

Forecasting

Problem solving

Job description

Directs and oversees day-to-day project operations through effective leadership and efficient management of Team Leads.

Key responsibilities :

Ensure delivery of all client KPIs and targets

Maintains good working relationships with clients and serves as the customer's primary point of contact, creating open and effective communication

Motivate and effectively manage Team Leads, provide direction, mentoring, coaching, and leadership support to all direct reports, and identify any knowledge and competency gaps for training and improvement

Host internal and external business reviews on a regular basis and present operational performance, clearly communicate insights, and ensure all operational concerns are addressed

Requirement :

Experience as an Operation Manager at least 2 years of work, preferably as an Operation Manager in BPO Operations (Inbound Call)

Managed at least 50 FTEs across multiple Lines of Business

Excellent English communication skills, both verbal and written

Capable of building productive relationships with clients

Proven track record of meeting and delivering targets and commitments

Strong organizational, managerial, critical thinking, creative thinking, problem-solving and analytical skills