As Care Operations Manager, you will be responsible for managing the day-to-day operations, metrics, and performance of offline payments operations. You will also have the opportunity to standardize operating processes within the Care team and identify areas for improvement using quantitative and qualitative measurements. This role also will involve strong analytics and collaboration with cross-functional stakeholders to identify opportunities for improving the support experience. Working closely with the rest of the Service Excellence team, you will be helping Gojek provide all our users the delightful experience that they deserve.
What You Will Do
Management of day-to-day operations, including communications and KPI performance management
Drive results through strong internal and external collaboration to improve the quality and efficiency of the team
Support & drive on operational requirements, to achieve and exceed team productivity and service level
Responsible for the design, deployment, and maintenance of the processes arising from new product launches and enhancement to existing process flows
Work with relevant stakeholders to identify and prioritize improvement initiatives.
Participate in cross-functional project teams on an as-needed basis and execute project goals to successful completion.
What You Will Need
At least 3 years of working experience as an operations manager or a supervisory role in a contact center or support operations
Good understanding of contact center operations, efficiency models, key performance indicators and contributing factors
Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience
Keen eye for detailed process steps & identification of gaps or opportunities
Exceptional interpersonal, customer service, problem-solving and analytical skills
Decisiveness and have excellent attention to detail
Strong stakeholder and project management capabilities
About the Team
Our Payments team oversees GoPay (Southeast Asia’s fastest-growing consumer payments and financial services app), as well as Midtrans (one of Indonesia’s largest payment gateways), and Spots (Indonesia’s largest offline network for payments).
Our Merchant Payments team is part of the larger Payments platform, and consists of passionate engineers based in Jakarta, Singapore, and Gurgaon. We run Southeast Asia’s leading financial platform for online and onsite merchants. It's our job to oversee all things related to empowering business owners, and to create a seamless and efficient payment gateway solution. We also take the time to understand our merchant-partners daily concerns and experiences in order to cater our services to resolve any hurdles and expand their operations. The big question that we’re always trying to solve is: How can we better improve our digital experience for our merchants-partners.
We've helped simplify payments for over 300,000 merchant-partners in our respective regions - from retail stores in town to your favorite Gorengan and Martabak stalls. But, the growth of Payments does not stop here. We are hungry for more. We intend to become the largest payment and financial services group in Southeast Asia. We are working on several projects now, including one about enhancing direct interaction with our merchant-partners of a variety of businesses and their customers.
We’re a high-performing, tight-knit team who are committed to the growth of the company, as well as each other’s personal growth and well-being. Pre-COVID, factions of our team would enjoy catching up over a round of drinks after work. However, with WFH becoming more normalized, we've been sharing our favorite ways to prioritize a healthy work-life balance at home. Off-hours, you’d probably find us binging The Queen’s Gambit on Netflix, whipping up a loaf of sourdough bread, or trying our best to survive a HIIT workout on YouTube.
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