Listing Ops Lead - Operations (Yogyakarta)

Responsibilities

• Manage day-to-day operational performance, ensuring delivery of productivity, SLA, quality, and accuracy targets
• Lead Team Leaders and frontline management, ensuring consistent execution of operational processes and policies
• Monitor team performance metrics and identify operational gaps, implementing action plans to improve results
• Collaborate with QA, WFM, and Training/KB teams to improve agent performance and operational efficiency
• Drive process adherence, case handling consistency, and workflow optimization
• Escalate operational risks and coordinate resolution with key stakeholders
• Consolidate operational performance insights for leadership reviews
• Will be supporting the Brazilian market

Requirements

• Minimum 2-3 years of experience in contact center operations management; with min. 1 year managing Team Leaders or equivalent leadership roles
• Strong knowledge of operational KPIs, SLA management, and productivity frameworks
• Excellent people management and performance coaching skills
• Data-driven mindset with analytical capabilities
• Strong process improvement and stakeholder management skills