Operations Manager Mandarin Speaker (BPO)

TP; Kota Yogyakarta; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

TP is seeking an experienced Operations Manager / Senior Operations Manager for an international project, based in Yogyakarta or Bali (on-site). You will lead daily operations for a high-volume contact center, interfacing with international clients, executive stakeholders, and cross-functional teams.

The role requires 5–7 years in BPO/CC, a track record in senior operations leadership, and exceptional English language proficiency.

Qualifications

• 5–7 years of total BPO/Contact Center experience.
• 3–5 years in a senior/manager-level operations role in a large contact center.
• Professional/native fluency in English (written and spoken).
• Experience coordinating with senior leadership and international clients.
• Strong skills in strategy, process improvement, analytics, budgeting and forecasting.
• Available immediately or on short notice.

Responsibilities

• Lead daily end-to-end operations for a large-scale contact center account.
• Serve as primary operational contact for international clients and executive management.
• Drive performance metrics (SLA, CSAT, FCR, Quality, cost) with process improvements.
• Build, mentor, and develop leaders and teams for high engagement and retention.
• Manage strategic initiatives, budgeting, headcount planning and resource optimization.

Skills

BPO experience

Leadership track record

English proficiency

Stakeholder management

Strategic planning & budgeting

Availability

International project experience

Job description

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

- Location: Yogyakarta or Bali (On-site)

- 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.