Operations Manager - Customer Experience & Call Center Leadership

Join IntouchCX as an Operations Manager in the heart of Bali and lead a high-performing customer experience team in one of the region’s most dynamic call center environments. This pivotal role offers the opportunity to drive operational excellence, optimize service delivery, and enhance customer satisfaction. Based in Badung, you'll be at the forefront of a company dedicated to delivering exceptional customer experiences. This is your chance to shape the future of customer service in Bali.

As a Operations Manager, you will oversee the daily operations of the customer experience team, ensuring seamless communication and efficient service delivery. You will work closely with the call center leadership to implement best practices, monitor performance metrics, and continuously improve processes. This role is perfect for a strategic thinker with a passion for customer experience and a proven track record in call center operations.

📋 Tanggung Jawab Pekerjaan

• Oversee the daily operations of the customer experience team, ensuring high standards of service delivery.
• Implement and monitor performance metrics to identify areas for improvement.
• Collaborate with call center leadership to develop and execute operational strategies.
• Ensure compliance with company policies and industry regulations.
• Train and mentor team members to enhance their skills and performance.
• Analyze customer feedback to drive continuous improvement in service quality.
• Manage operational budgets and resources to optimize efficiency.
• Lead quality assurance initiatives to maintain high service standards.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in operations management, preferably in a call center environment.
• Proven track record in leading and managing teams.
• Strong understanding of customer experience principles and best practices.
• Proficiency in using operational management tools and software such as CRM systems, help desk software, and data analytics tools.
• Certification in operations management or a related field is a plus.
• Excellent communication and leadership skills.
• Ability to work in a fast-paced, dynamic environment.

🛠️ Keahlian

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