Teleservices Vendor Ops Manager — SLA & Performance

PT XLSMART Telecom Sejahtera Tbk; Kota Yogyakarta; On-site; IDR 90,000,000 - 130,000,000; Full time

Job summary

PT XLSMART Telecom Sejahtera Tbk is seeking an Operations Manager to oversee day-to-day vendor-site operations and ensure high service levels. You will coordinate with BPO/Managed Service partners to maintain SLA achievement and implement corrective actions as needed.

The role focuses on monitoring performance metrics like SLA, AHT, FCR, and CSAT, while ensuring accurate product and process updates are communicated to agents. This is a contract-role with a focus on operational excellence.

Qualifications

• Experience in contact center operations management or vendor management is preferred.
• Strong understanding of service levels, QA, and customer handling standards.

Responsibilities

• Oversee day-to-day vendor-site operations, staffing readiness, schedule adherence, and identify operational risks with timely corrective actions.
• Ensure professional customer handling, monitor aging and escalated cases, and coordinate complaint resolution and service recovery with stakeholders.
• Ensure adherence to SOPs, scripts, policies, and service standards; review QA findings and drive corrective and preventive actions.
• Monitor key metrics such as Service Level, Average Handling Time, Abandonment Rate, First Contact Resolution, QA Score, and CSAT; conduct regular performance reviews and address SLA breaches.
• Provide agents with up-to-date product, campaign, and process updates; maintain scripts, FAQs, guidelines, and knowledge materials.
• Act as operational liaison at vendor sites and coordinate with internal functions to meet contractual obligations and service standards.

Job description

PT XLSMART Telecom Sejahtera Tbk is seeking an Operations Manager to oversee day-to-day vendor-site operations and ensure high service levels. You will coordinate with BPO/Managed Service partners to maintain SLA achievement and implement corrective actions as needed.

The role focuses on monitoring performance metrics like SLA, AHT, FCR, and CSAT, while ensuring accurate product and process updates are communicated to agents. This is a contract-role with a focus on operational excellence.