Senior International BPO Operations Lead (On-site)

TP; Daerah Istimewa Yogyakarta; On-site; IDR 350,000,000 - 550,000,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

BPO Experience

Leadership

English Proficiency

Stakeholder Management

Strategic Planning

Process Improvement

Budget & Forecasting

Job description

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.