Associate Business Operation Manager - Payment & User Platform
Traveloka
- Indonesia
- Permanent
- Full-time
We are looking for a results-driven and highly skilled Customer Care Operations Lead to plan, develop, and execute strategies for our Payment & User-Platform domain customer care operations. You will be responsible for enhancing customer service, optimizing operational efficiency, and maintaining a strong partnership with our BPO (Business Process Outsourcing) partner. This role involves strategic planning, performance management, and continuous improvement efforts to meet our operational goals.RequirementsKey Responsibilities:Strategic Planning: Develop and implement an operational strategy and business plan for Payment and User-Platform domain customer care operations. This includes tactics and initiatives based on the Customer Care Operations Strategy, aligning with company objectives.BPO Partner Management: Collaborate with the BPO partner to ensure they run contact center operations in line with COPC guidelines. Conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Identify and evaluate advanced technologies, establish technical specifications, and set production, productivity, quality, and customer-service standards.Monthly/Quarterly/Semesterly/Annual Operating Plan: Develop and maintain an annual operating plan for the Customer Care Operation, focusing on service quality and operational efficiency to achieve company goals.Performance Management: Manage the overall performance and relationship with the BPO partner to achieve agreed-upon metrics and standards. Drive continuous improvement by recommending changes as needed to enhance efficiency and effectiveness.Performance Monitoring: Monitor performance metrics and evaluate the efficiency of team members at all management levels. Take corrective actions to improve individual and team performance as necessary.Professional Development: Stay updated on emerging trends in call center operations management, attend educational workshops, review industry publications, and participate in professional societies to maintain technical knowledge and best practices.Quality Assurance: Oversee the quality monitoring and standard monitoring process to ensure high-quality service across all customer care operations teams, including Customer Satisfaction (CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES) aspects.Talent Development: Collaborate with the training and learning unit/departments/divisions to develop competency-based learning and build a talented contact center workforce. Foster teamwork, morale, motivation, and a customer-centric focus among managers and staff.Team Member Development: Develop and nurture the skills and capabilities of team members through daily monitoring, supervision, quarterly and yearly performance discussions/evaluations, and routine coaching/training in coordination with the People Ops Team.Requirements (Education, Technical Skills, Relevant Experiences)General Requirement :
- Minimum University Degree for any major discipline,
- Minimum 5+ years experience in Customer Care Operations, Complaint Management & Recovery, Customer Service or Marketing or Business Process of Junior-Managerial Position.
- Experience in managing day-to day relationships and an ability to proactively engage internal and external customers and stakeholders.
- Must be available to work weekends and/or Holidays as needed
- Must be able to work under specific, defined, and narrow time constraints
- Must conduct themselves in a professional manner at all times including: appearance, communication, ethics set forth in the Company Code of Conduct.
- Track record of creating effective cross-functional partnerships and working effectively through multiple levels of an organization.