Operations Manager - CX & SLA Leader

TLScontact; Jakarta Pusat; On-site; IDR 350,000,000 - 700,000,000; Full time

Job summary

TLScontact, Jakarta, seeks an Operations Manager to lead Supervisors and Customer Service Agents in delivering high-quality visa and consular services. You will drive service levels, reporting, and client communications, ensuring efficiency and accuracy across processing operations.

Reporting to the Center Manager, you will foster collaboration, manage ISO-aligned duties, and push for continuous improvement while maintaining strong relationships with clients and staff in a fast-paced

Qualifications

• Bachelor’s degree or above.
• Minimum 2 years of experience in a multinational company with a customer-experience focus.
• Excellent communication and interpersonal skills.
• Able to establish and maintain effective relationships with team members and customers.
• Demonstrable skill in independent problem-solving.
• Self-motivated, patient, and professional.
• Strong sense of responsibility and ability to work well under pressure.
• Experience of managing in a collaborative team environment, delegating workloads and authorities.
• Knowledge of customer service techniques and principles.

Responsibilities

• Develop and coordinate first-class application processing services.
• Achieve all client-led Service Level Agreements.
• Directly lead, develop, motivate, coach, manage, and organize Supervisors and Customer Service Agents.
• Provide statistical and analytical insights to shape operations and meet SLA.
• Maximize productive efficiency and improve delivery and reporting processes.
• Ensure the quality of customer service.
• Maintain clear communication channels between staff and customers.
• Report to high management.
• Provide feedback and implement strategies to increase sales.
• Be the main contact for daily client communications.
• Drive annual KPI monitoring and reporting.
• Support other positions when needed.
• Adapt to changing business needs.
• Etc.

Skills

Communication

Interpersonal skills

Problem solving

Team leadership

Customer service

Education

Bachelor’s degree

Job description

TLScontact, Jakarta, seeks an Operations Manager to lead Supervisors and Customer Service Agents in delivering high-quality visa and consular services. You will drive service levels, reporting, and client communications, ensuring efficiency and accuracy across processing operations.

Reporting to the Center Manager, you will foster collaboration, manage ISO-aligned duties, and push for continuous improvement while maintaining strong relationships with clients and staff in a fast-paced