Operations Manager - Call Centre & Customer Service (Bali, Indonesia)

Join Eastvantage, a leading global business process outsourcing (BPO) provider, as our Operations Manager in the vibrant heart of Bali! We're seeking a dynamic and results-driven professional to oversee our call centre and customer service operations, ensuring exceptional service delivery and operational excellence. In this role, you'll manage a team of 20+ agents, monitor KPIs, and implement best practices using tools like Five9 and Salesforce.

Eastvantage has been a trusted partner for over 15 years, serving clients across various industries. Our Bali office is known for its innovative culture and stunning surroundings. As our Operations Manager, you'll play a pivotal role in shaping the future of our customer service operations in this beautiful part of the world.

📋 Tanggung Jawab Pekerjaan

• Manage daily operations of the call centre, ensuring high service levels and customer satisfaction.
• Oversee a team of 20+ customer service representatives, providing coaching and development opportunities.
• Monitor and report on key performance indicators (KPIs) using tools like Five9 and Salesforce.
• Implement and maintain quality assurance processes to ensure consistent service delivery.
• Develop and execute training programs to enhance agent skills and knowledge.
• Collaborate with cross-functional teams to drive operational improvements and innovation.
• Ensure compliance with industry regulations and internal policies.
• Lead and participate in continuous process improvements to optimize efficiency and effectiveness.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in operations management, preferably in the call centre or customer service industry.
• Proven track record of managing teams and driving operational excellence.
• Strong understanding of customer service best practices and industry standards.
• Proficiency in using call centre management tools such as Five9 and Salesforce.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment.
• Fluency in English, both written and spoken.

🛠️ Keahlian

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