**Responsibilities**- Directs and oversees day to day project operations through effective leadership and efficient management of teams leads and support teams.- Ensure delivery of all client KPI's and targets.- Motivate and effectively performance manage team leads Provide direction, mentoring, coaching, and leadership support to all direct reports and identify any knowledge and competency gaps for training and improvement.- Ensure proper staffing levels relative to call volume forecast & capacity plan in coordination with the concerned functional units for staff hiring, training and deployment.- Ensure Adequate staffing of high skilled and qualified workforce across all roles and function.- Host internal and external business reviews on regular basis and present operational performance, clearly communicate insights, ensure all operational concerns are addressed.- Maintains good working relations with clients and serves as the customers primary point of contact creating open and effective communications regarding all aspects of the program.- Anticipate client needs proactively and translates requirements into executable action plans with clear objectives, goal and timelines.- Maintains a high level of morale and productivity within the programs, to lead by example and cultivate a positive workplace environment that promotes company culture.**Qualifications**- At least 3 years of work experience in managed services industry with minimum 1 years of related field experience, preferably an operations manager in BPO Operations.- Managed at least 300 FTEs across multiple lines of business.- Proven track record of meeting and delivering targets and commitments.- Excellent English communication skills, both verbal and written in English (C2) and Bahasa.- Proficient in Google Suite and online collaboration tool is a plus.- Capable of building productive business relationships with clients.- Strong organizational, managerial, critical thinking, creative thinking, problem-solving decision making and analytical skills.- Content moderation environment work experience is a plus but not required.- Willing to work on public holidays and shifting schedules including night shifts when needed.- Willing to work on-site in Surabaya Indonesia.- Preferably Indonesian.**Salary**: Up to Rp23,000,000 per monthAbility to commute/relocate:- Surabaya: Reliably commute or planning to relocate before starting work (required)
