Operation Manager

Gear Inc is an American owned and operated business process outsourcing company operating in Southeast Asia. Matchbox Mobile - Gear Inc provides industry leading Image Moderation, Social Media Management, IT Consulting, Application Development, Game Development, and Outsourcing Services. We are experts in moderating online user generated content.For more information, please visit our websites: https://www.gearinc.com/ and https://puremoderation.com/Responsibilities:A BPO Operations Manager oversees and directs daily operations within the company or department, ensuring smooth execution, high-quality service, and client satisfaction. They lead teams, manage projects, implement process improvements, and maintain operational standards to meet client expectations and company goalsTeam LeadershipDirectly supervise and manage teams of supervisors, team leaders, and agentsMotivate and develop team members, fostering a positive and productive work environmentConduct regular performance reviews and provide coaching and feedback.Operational ManagementManage day-to-day operations, ensuring smooth workflow, process adherence, and adherence to service level agreements (SLAs)Monitor and analyze performance metrics, identifying areas for improvement and implementing continuous improvement initiativesImplement and maintain operational processes, procedures, and policiesOversee and manage resources, including staff, technology, and facilitiesClient Relationship ManagementServe as a point of contact for clients, addressing inquiries, issues, and concernsWork closely with clients to understand their needs and expectationEnsure client satisfaction and retentionComplianceEnsure compliance with all relevant regulations and industry standardsImplement BPO management principles, structure, workflow and processesProject ManagementManage and execute projects within the assigned Program, ensuring they are delivered on time, within budget, and to the required standardsProgram ReportingHelp in the preparation and hosting of both internal and external business review to present performance, communicate insights to ensure all concerns are addressed.Participate in cross-functional meetings to review operational support information, define action plans to resolve issues and drive improvementKey skills and experience:Bachelor’s Degree or Higher in any discipline2+ years BPO experience as Asst. Manager / Operations ManagerHas experience managing at least 150 FTEs across multiple markets.Proven track record of meeting and delivering targets and commitments.Strong written and verbal English communication skills (C2 Proficiency)Must strongly possess the following:Work ethic and the ability to work with peopleLeadership abilities, including motivating and developing teamsManagerial, critical thinking and problem solving skillsAnalytical and decision making skillsOrganizational and time management skills for efficient task managementThe ability to adapt to a fast-paced and changing environment is important.The Ability to identify and implement process improvements to enhance efficiency and qualityProficient in Google Suite and online collaboration toolsMust have previous experience in handling an account similar in nature for content moderation.Benefit:Attractive basic salaryAllowance (attendance, transportation, overtime, and public holiday)Mental Health Care service (on site Psychologist and mental health application)BPJS KesehatanBPJS KetenagakerjaanPrivate Health InsuranceMonthly internal eventsPaid leaveCareer pathWorking EnvironmentInternational, fun, and professional working environment:Working closely with experienced foreign experts;Free drinks (coffee, mineral water, etc.)Training and career development opportunities;Sport activities and game room.Working Location: Imam Bonjol No 502, West Denpasar, Bali