Contact Center Operations Manager - Leading Private Bank (Bali, Indonesia)

Join Infomedia Nusantara as a Contact Center Operations Manager for a prestigious private bank in Bali. This is a unique opportunity to lead high-impact customer service operations in one of Indonesia’s most dynamic financial sectors, based in the vibrant business hub of Denpasar. As the Contact Center Operations Manager, you'll be responsible for overseeing daily operations, ensuring seamless customer interactions, and driving operational excellence. With a competitive salary package and a chance to work with a leading financial institution, this role offers both professional growth and personal fulfillment.

At Infomedia Nusantara, we pride ourselves on delivering exceptional customer service. Your daily tasks will include managing a team of customer service representatives, implementing best practices in contact center operations, and utilizing tools like Genesys or similar platforms to enhance efficiency. This role is perfect for those with a strong background in customer service management and a passion for financial services.

Based in Denpasar, you'll have the opportunity to be part of a thriving business environment while contributing to the success of a prestigious private bank. Join us and take the lead in shaping the future of customer service operations in Bali.

📋 Tanggung Jawab Pekerjaan

• Oversee daily operations of the contact center, ensuring high levels of customer satisfaction and service quality.
• Manage a team of customer service representatives, providing training and mentoring to enhance performance.
• Implement and monitor best practices in contact center operations, utilizing tools like Genesys or similar platforms.
• Analyze customer feedback and performance metrics to identify areas for improvement and implement corrective actions.
• Ensure compliance with industry regulations and internal policies related to customer service and data privacy.
• Develop and maintain operational procedures and standards to ensure consistency and efficiency in customer interactions.
• Collaborate with cross-functional teams to align customer service strategies with overall business objectives.
• Stay updated with industry trends and best practices in customer service management.

🎓 Kualifikasi & Syarat

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer service management or contact center operations.
• Proven experience in leading and managing a team of customer service representatives.
• Strong knowledge of customer service best practices and contact center operations.
• Familiarity with contact center software such as Genesys, Avaya, or similar platforms.
• Excellent communication, leadership, and problem-solving skills.
• Ability to analyze data and metrics to drive operational improvements.
• Certification in customer service management or related field is a plus.

🛠️ Keahlian

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