Operations Manager (BPO setup)
Manage and optimize BPO service delivery for Bosch
Oversee service delivery, manage employee development, and optimize KPIs for Bosch's BPO operations. Support service implementation, handle client escalations, and ensure high-quality management. Responsibilities include turnover and margin improvement, risk management, and professional team development.
Why This Role?
Direct impact on service delivery and client satisfaction
Key Responsibilities
- Manage service delivery and ensure high-quality operations
- Optimize turnover and operative margin for the cost center
- Support new service implementation and change requests
- Handle client escalations and commendations
- Develop and implement policies and procedures for the team
Requirements
- Five to ten years of experience in site management
- Strong leadership and project management skills
- Excellent product knowledge and customer service orientation
- Ability to analyze and prepare reports for management
Required Skills
Indonesia Context
- Working Hours Overlap:
- Flexible — work your own hours
Keywords
View Original Description from SmartRecruiters
Original description from SmartRecruiters
Responsible for the service delivery of the assigned service/s Responsible for turnover (TNS), operative margin (OM1), and their continuous improvement of the respective cost center (for global services the GOM is responsible) Employee management and development of assigned associates Ensure a high quality and efficient management as well as risk management of the respective service Control, steer and optimize quantitative and qualitative KPIs of the respective sub-unit Support of (new) service implementation, implementation of change requests, service tracking (KPIs) and service management for local services Depends on location: growth of business Point of contact for clients (in case of local, single site services) Five to ten years of experience in site management role, preferably gained from BPO and related industries Ability to analyze and prepare reports for Management on Contractual obligations (Service Level and internal KPIs) Ability to handle and respond to client escalations and commendations Responsible for professional development of the team Implement and develop policies and procedures Strong leadership skills Strong and organized Project Management skills Outstanding product knowledge and customer service orientation Excellent written, verbal, analytical and communication skills Ability to build and promote a positive work culture Flexible in working schedule and amenable to work onsite Kindly attach your resume in your application. Only shortlisted candidates will be contacted via email.