Strategic BPO Operations Leader

TELUS Digital; Provinsi Bali; On-site; IDR 240,000,000 - 420,000,000; Full time

Job summary

TELUS Digital in Bali, Indonesia is seeking an experienced Operations Manager to lead program operations, optimize resource allocation, and drive performance across multiple lines of business.

The role requires strong leadership, process optimization, and a proven ability to manage KPIs, budgets, and cross-functional teams while maintaining excellent client relations and a readiness to work night shifts when needed.

Qualifications

• At least 2 years of experience as an Operations Manager or equivalent in a BPO environment.
• Managed 80–100 staff across multiple lines of business.
• Excellent verbal and written English communication.
• Proven track record of meeting targets and commitments.
• Content moderation experience is a plus but not required.
• Proficient in Google Suite and online collaboration tools.
• Capable of building productive client relationships.
• Strong organizational, managerial, critical thinking, and analytical skills.
• Willing to work on public holidays and night shifts when needed.

Responsibilities

• Oversee program operations and KPIs defined by the client (Quality Efficiencies, Staffing, Service Level).
• Collaborate with team members and co-managers; coordinate with GA, HR, Recruitment, IT, Training, Quality, and WFM to drive improvements.
• Maintain daily client communications to align expectations.
• Host internal and external business reviews and present performance insights.
• Manage daily and monthly operating metrics within budget.
• Develop and maintain employee productivity goals against standards.
• Produce monthly operating reports with trend analysis and progress on objectives.
• Coordinate with Site Senior Manager on HR recruiting, training, and retention.

Skills

Operations management

Staffing management

Communication skills

Delivery targets

Content moderation experience

Google Suite

Client relationships

Organizational skills

Shift work/night shifts

Tools

Google Suite

Job description

TELUS Digital in Bali, Indonesia is seeking an experienced Operations Manager to lead program operations, optimize resource allocation, and drive performance across multiple lines of business.

The role requires strong leadership, process optimization, and a proven ability to manage KPIs, budgets, and cross-functional teams while maintaining excellent client relations and a readiness to work night shifts when needed.