Operations Assistant Manager - Premium Call Center (Bali, Indonesia)

Join Teleperformance as an Operations Assistant Manager in the heart of Bali and lead a high-performing call center team in a dynamic, fast-paced environment. This role offers a unique opportunity to drive operational excellence, mentor talent, and contribute to the success of our premium call center operations in Ubud, Denpasar, and Kuta. As an Operations Assistant Manager, you will play a pivotal role in ensuring seamless day-to-day operations, optimizing team performance, and fostering a culture of continuous improvement.

At Teleperformance, we are committed to delivering exceptional customer experiences. Our call centers in Bali are at the forefront of this mission, handling high-volume, complex customer interactions with a focus on quality and efficiency. In this role, you will work closely with our team to implement best practices, streamline processes, and ensure that our operations meet and exceed industry standards.

📋 Tanggung Jawab Pekerjaan

• Oversee and manage daily call center operations, ensuring high levels of service quality and customer satisfaction.
• Monitor and analyze call center performance metrics, identifying areas for improvement and implementing corrective actions.
• Develop and implement training programs to enhance agent skills and knowledge, ensuring they are equipped to handle complex customer interactions.
• Collaborate with team leaders to address operational challenges, resolve issues, and ensure smooth workflow.
• Utilize tools such as CRM systems, call center software, and analytics platforms to track performance and drive continuous improvement.
• Ensure compliance with company policies, industry regulations, and quality standards.
• Foster a positive and productive work environment, promoting teamwork and continuous learning.
• Participate in regular team meetings and provide feedback to ensure alignment with organizational goals.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Minimum of 5 years of experience in call center operations, with a strong background in customer service and team management.
• Proven experience in leading and mentoring call center teams to achieve high performance standards.
• Certification in call center operations or a related field is a plus.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and stakeholders.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Proficiency in using call center software, CRM systems, and analytics tools.
• Fluency in English and Bahasa Indonesia is required.

🛠️ Keahlian

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