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: and

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 goals

Team Leadership

• Directly supervise and manage teams of supervisors, team leaders, and agents
• Motivate and develop team members, fostering a positive and productive work environment
• Conduct regular performance reviews and provide coaching and feedback.

Operational Management

• Manage 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 initiatives
• Implement and maintain operational processes, procedures, and policies
• Oversee and manage resources, including staff, technology, and facilities

Client Relationship Management

• Serve as a point of contact for clients, addressing inquiries, issues, and concerns
• Work closely with clients to understand their needs and expectation
• Ensure client satisfaction and retention

Compliance

• Ensure compliance with all relevant regulations and industry standards
• Implement BPO management principles, structure, workflow and processes

Project Management

• Manage and execute projects within the assigned Program, ensuring they are delivered on time, within budget, and to the required standards

Program Reporting

• Help 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 improvement

Key skills and experience:

Bachelor's Degree or Higher in any discipline

2+ years BPO experience as Asst. Manager / Operations Manager

Has 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 people
• Leadership abilities, including motivating and developing teams
• Managerial, critical thinking and problem solving skills
• Analytical and decision making skills
• Organizational and time management skills for efficient task management
• The ability to adapt to a fast-paced and changing environment is important.
• The Ability to identify and implement process improvements to enhance efficiency and quality

Proficient in Google Suite and online collaboration tools

Must have previous experience in handling an account similar in nature for content moderation.

Benefit:

• Attractive basic salary
• Allowance (attendance, transportation, overtime, and public holiday)
• Mental Health Care service (on site Psychologist and mental health application)
• BPJS Kesehatan
• BPJS Ketenagakerjaan
• Private Health Insurance
• Monthly internal events
• Paid leave
• Career path

Working Environment

• International, 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