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Mohamad Wisnu Arsi Wibowo

@wisnuarsi

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Operations leader with 10+ years in BPO, specializing in Trust & Safety, process improvement, and scalable operations.

Indonesia

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Operations leader with 10+ years of experience across BPO and contact center operations in Indonesia and Malaysia, progressing from Technical Support to Contact Center Manager.

At Teleperformance Indonesia, I helped scale Trust & Safety operations from approximately 100 to 800 HC. I designed the Project Attrition Index, reducing monthly regrettable attrition by 43%, and developed six Supervisors into Operations Managers. My Lean Six Sigma-based Real-Time Calibration process improved content moderation quality from 81% to 90% within the first quarter after implementation.

I also led Social Media Content Moderation and Business Integrity operations at Teleperformance Malaysia, supporting multiple Asian markets. As an entrepreneur, I founded Hawqala Express Laundry and expanded it from one branch to three, establishing standardized operating procedures across locations.

I specialize in operational excellence, performance management, process improvement, workforce scaling, and people development.

Experience

Work history, roles, and key accomplishments

Current

Founder / Business Operations

Current

Hawqala Express Laundry

Oct 2024 - Present (2 years)

Founded and scaled a laundry business from 1 branch to 3 branches by 2025, establishing standardized operating procedures and service execution across locations. Applied operations management, process improvement, workforce management, service delivery, and performance management in a hands-on entrepreneurial environment.

Operations Management Process Improvement Workforce Management Service Delivery Performance Management entrepreneurship

Contact Center Manager

Teleperformance Indonesia

Dec 2022 - Oct 2024 (1 year 10 months)

Led a mature Trust & Safety operation of up to ~800 HC with end-to-end accountability for workforce strategy, budget, performance governance, recruitment capacity, and client delivery. Designed and implemented Project Attrition Index, reducing monthly regrettable attrition by 43%.

Trust and Safety Content Moderation Workforce Planning Performance Management Client Stakeholder Management Attrition Succession Planning Budgeting Recruitment Lean Six Sigma

Operations Manager

Teleperformance Indonesia

Dec 2021 - Dec 2022 (1 year)

Joined early-stage Trust & Safety operation at ~100 HC and contributed to growth to ~800 HC, establishing recruitment methodology, KPI frameworks, performance management, and capacity planning. Designed and implemented a Lean Six Sigma-based Real-Time Calibration process improving content moderation quality from ~81% to ~90% in first quarter.

Trust and Safety Content Moderation operational scaling KPI Frameworks Performance Management Lean Six Sigma Real Time Calibration Budgeting Capacity Planning Stakeholder Management

Operations Manager

Teleperformance Malaysia

Mar 2020 - Mar 2021 (1 year)

Managed approximately 200–300 HC across 6–11 Supervisors in Social Media Content Moderation / Business Integrity operations. Improved Accuracy from 95% to 97% within four months by implementing outlier management and targeted Policy Feedback.

Content Moderation Integrity Performance Management Coaching People Leadership Quality Improvement Outlier Management Policy Feedback

Operations Supervisor

Teleperformance Malaysia

Oct 2018 - Mar 2020 (1 year 5 months)

Managed approximately 20 agents across Vietnamese, Thai, Japanese, and Korean markets, with responsibility for coaching, engagement, performance, and operational execution. Improved team market quality metrics by implementing a targeted action plan, increasing Accuracy from 89% to 95% within three months.

Coaching Performance Management Team Leadership Quality Improvement Action Planning Engagement

Customer Service Manager

PT Stanford Technology Indonesia

Jul 2018 - Oct 2018 (3 months)

Managed approximately 30–50 HC during establishment of a new FinTech customer operation across Customer Service, Collection, and Training functions. Contributed to initial recruitment and KPI establishment.

Customer Service Fintech Recruitment KPI development Team Management Training

Supervisor

Teleperformance Indonesia

Dec 2016 - Jul 2018 (1 year 7 months)

Managed approximately 20 agents within a ~100-HC Technical Support / Gaming account, with responsibility for CSAT, efficiency, coaching, team performance, and operational execution.

Technical Support Gaming CSAT Coaching Team Performance Operational Execution

Technical Support Representative

PT VADS Indonesia

Apr 2014 - Dec 2016 (2 years 8 months)

Provided technical support within Telco and Internet Service Provider operations. Promoted to L2 Technical Support, handling bilingual English and Malay support lines.

Technical Support Telco ISP Bilingual Support English Malay