Operations Manager Mandarin Speaker (BPO)

TP; Daerah Istimewa Yogyakarta; Sur place; IDR 350 000 000 - 550 000 000; Plein temps

Résumé du poste

TP Indonesia is seeking an experienced Operation Manager / Senior Operation Manager to lead and scale operations for an international account based in Yogyakarta or Bali. This on-site role requires coordinating with international clients, senior management, and cross-functional teams.

You will drive end-to-end operations, align with client expectations, and manage budgets, headcount, and strategic initiatives to ensure exceptional service and operational efficiency.

Qualifications

• BPO/Contact Center experience in a large setup (5-7 years).
• Proven leadership track record in senior/managerial roles (3-5 years).
• High fluency in English (written and spoken).
• Experience collaborating with senior leadership and international clients.
• Strong skills in strategic planning, process improvement, analytics, reporting, budgeting and forecasting.
• Availability to join immediately or on short notice.
• Experience handling international projects in BPO.

Responsabilités

• Lead daily end-to-end operations for a large-scale contact center account.
• Serve as primary operation contact for international clients and senior stakeholders.
• Drive KPI governance (SLA, CSAT, FCR, Quality, financial efficiency).
• Build and mentor leaders and operational teams for high engagement and retention.
• Oversee strategic initiatives, budget allocation, headcount planning, and resource optimization.

Connaissances

BPO Experience

Leadership

English Proficiency

Stakeholder Management

Strategic Planning

Process Improvement

Budget & Forecasting

Description du poste

TP Indonesia HIRING: Operation Manager / Senior Operation Manager (International Project)

- Location: Yogyakarta or Bali (On-site)

- Industry: Contact Center / BPO

- Market Scope: International Account

- Candidate Scope: Open to local (Indonesia) and international / expat applicants

We are actively seeking an experienced, high-caliber Operation Manager / Senior Operation Manager to lead and scale operations for one of our premier international accounts based in Yogyakarta or Bali.

Key Responsibilities:

• - Operational Leadership: Manage daily end-to-end operations for a large-scale contact center account, ensuring alignment with client expectations and company goals.
• - Client & Senior Stakeholder Interface: Serve as the primary operational point of contact for international clients, executive management, and cross-functional teams.
• - Performance & KPI Governance: Drive performance metrics (SLA, CSAT, FCR, Quality, and Financial Efficiency) while implementing continuous process improvements.
• - Team Development: Build, mentor, and coach leaders and operational teams to foster high engagement, retention, and leadership pipelines.
• - Strategic & Financial Management: Execute strategic initiatives while managing budget allocation, headcount planning, and resource optimization.

Requirements:

• - BPO Experience: 5-7 years of total experience in the BPO / Contact Center industry.
• - Leadership Track Record: At least 3-5 years of proven experience managing operations in a senior or manager-level leadership role within a large contact center setup.
• - Language Proficiency: High fluency in English (both written and spoken) at a professional/native level.
• - Stakeholder Management: Demonstrated experience working closely with senior leadership and international clients.
• - Core Competencies: Strong strategic planning, process improvement, analytical capabilities, and business acumen (reporting, budget, and forecasting).
• - Availability: Immediately available or short notice period preferred.
• - Experienced in handling international project in BPO.