Senior Director of Operations - Contact Center Leadership

IntouchCX · 📍 Canggu, Bali, Indonesia · Diposting 2026-10-09
FULL_TIME⭐ TERVERIFIKASI
IDR 800000000 - 1200000000
IntouchCX is seeking a highly experienced and strategic Senior Director of Operations to lead our Contact Center team. In this role, you will be responsible for overseeing all operations, ensuring the highest standards of customer service and operational efficiency. The ideal candidate will have a proven track record in managing large-scale contact centers and a deep understanding of customer experience strategies.

📋 Tanggung Jawab Pekerjaan

Oversee the day-to-day operations of the contact center, ensuring high levels of customer satisfaction and operational efficiency.,Develop and implement strategies to improve customer experience and operational performance.,Manage and mentor a team of operations managers and supervisors to ensure they meet performance targets.,Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement corrective actions.,Collaborate with other departments to ensure seamless integration of operations and customer service.,Ensure compliance with all regulatory requirements and industry standards.,Lead and participate in process improvements and innovation initiatives to enhance the contact center's capabilities.,Build and maintain strong relationships with key stakeholders, including customers, vendors, and partners.

🎓 Kualifikasi & Syarat

Bachelor's degree in Business Administration, Management, or a related field.,10+ years of experience in operations management, preferably in the contact center or customer service industry.,Proven experience in leading and managing large-scale contact centers.,Strong leadership and team management skills with the ability to mentor and develop high-performing teams.,Excellent analytical and problem-solving skills with the ability to monitor and analyze KPIs.,Deep understanding of customer experience strategies and best practices.,Strong communication and interpersonal skills with the ability to build and maintain strong relationships with stakeholders.,Proficiency in English, both written and spoken.

🛠️ Keahlian

Operations managementCustomer experience strategiesTeam leadership and developmentPerformance monitoring and analysisProcess improvement and innovationStakeholder managementRegulatory compliance
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