Senior Operation Manager (BPO/Call Center Experienced)

Teleperformance; Jakarta Utara; On-site; IDR 900,000,000 - 1,300,000,000; Full time

Job summary

Teleperformance is seeking a Senior Operation Manager with extensive BPO/call center expertise. Based in Jakarta, you will lead multiple accounts, ensuring service levels, cost efficiency, and client satisfaction.

You will manage senior operations staff, plan staffing, forecast capacity with WFM, and drive improvements across processes, technology, and budgets, while coaching teams to achieve targets and maintain high standards.

Qualifications

• 5–7 years of working experience in BPO/contact center.
• 3–5 years managing operations in a BPO/contact center.
• Leadership role in a large contact center with client and senior management interface.
• High fluency in English (C1 EFSET).
• Strong technical, project management, implementation and process improvement skills.
• Experience coaching and developing individuals.
• Experience managing new initiatives while meeting operating and budgetary requirements.
• General business acumen including reporting and analysis, presentation skills, and organizational abilities.

Responsibilities

• Own service levels, quality scores, productivity metrics, and overall cost efficiency across one or multiple accounts or sites.
• Lead working-level client engagements, run weekly and monthly operational reviews, and handle escalations.
• Supervise and mentor operations managers and team leads, oversee talent retention, and conduct performance evaluations.
• Plan shift schedules, manage staff shrinkage, and forecast capacity alongside workforce management (WFM) teams.
• Control operating costs, manage account budgets, and drive profitability relative to client contracts.

Skills

BPO experience

Call center leadership

English proficiency

Strategic thinking

Leadership

Budget management

Team development

Project management

Process improvement

Job description

Senior Operation Manager (BPO/Call Center Experienced)

5-7 years of working experience in BPO/contact center experience is a must.

Minimum 3-5 years managing operations in a BPO/contact center environment.

Experience in a leadership role in a large contact center setting with extensive client and senior management interface.

High fluency in English both oral and written (Minimum C1 EFSET).

Strategic thinker and tactical implementer.

Possess senior management leadership abilities and skill.

Has the ability to build teams and manage operational, organizational and financial elements.

Demonstrated experience coaching and developing individuals.

Demonstrated success managing new initiatives while meeting operating and budgetary requirements.

Must have strong technical, project management, implementation and process improvement skills.

General business acumen, including reporting and analysis, presentation skills, and organizational abilities.

Key Responsibilities

Service Level Agreements (SLAs): Own service levels, quality scores, productivity metrics, and overall cost efficiency across one or multiple accounts or sites.

Client Relationship Management: Lead working-level client engagements, run weekly and monthly operational reviews, and handle escalations.

People and Team Leadership: Supervise and mentor operations managers and team leads, oversee talent retention, and conduct performance evaluations.

Workforce Planning: Plan shift schedules, manage staff shrinkage, and forecast capacity alongside workforce management (WFM) teams.

Financial Oversight: Control operating costs, manage account budgets, and drive profitability relative to client contracts.

Teleperformance is a strategic partner to the world’s leading companies

Teleperformance is a strategic partner to the world’s leading companies, bringing solutions and enhancing customer experience during each interaction.

We are the largest interaction expert team in the market: multicultural, highly skilled, and deeply knowledgeable, with a wide range of integrated omnichannel solutions, technology, and the highest security standards.

Teleperformance is a strategic partner to the world’s leading companies, bringing solutions and enhancing customer experience during each interaction.

We are the largest interaction expert team in the market: multicultural, highly skilled, and deeply knowledgeable, with a wide range of integrated omnichannel solutions, technology, and the highest security standards.

What can I earn as an Operations Manager