Assistant Operation Manager (Mandarin Speaker)

Teleperformance; Sleman; On-site; IDR 167,400,000 - 279,000,000; Full time

Job summary

Teleperformance Indonesia in Jogjakarta is seeking an Assistant Operation Manager who will supervise, train, and mentor a team of customer service agents to hit KPIs and career goals.

You will monitor daily call traffic, optimize shift coverage including night shifts, analyze performance data, and prepare reports for senior leadership. You will handle escalated complaints and drive process improvements while ensuring compliance.

Qualifications

• 3–5 years in a BPO or call center environment.
• Minimum 1 year as Team Leader or Assistant Operation Manager.
• Experience in inbound, outbound, and digital service operations.
• Excellent leadership and communication skills.
• Willing to work on-site in Jogjakarta with night shifts.

Responsibilities

• Supervise, train, and mentor agents to meet KPIs and career goals.
• Monitor call traffic, manage shift schedules for peak hours, provide floor backup.
• Analyze performance metrics and prepare reports for leadership.
• Resolve escalated calls requiring higher authority or specialized knowledge.
• Identify bottlenecks and suggest operational improvements while ensuring policy compliance.

Skills

Leadership

Data analysis

Verbal & written communication

Call center software

Schedule management

KPI tracking

Tools

Call center software

Job description

Assistant Operation Manager (Mandarin Speaker)

Supervise, train, and mentor customer service or sales agents to help them hit their Key Performance Indicators (KPIs) and career goals

Monitor daily call traffic, manage shift schedules to ensure adequate coverage during peak hours, and act as the primary backup for floor management.

Handling performance analytics (track call center metrics), analyze data, and prepare reports for senior leadership.

Intervene on complex customer complaints or escalated calls that require higher-level authority or specialized knowledge.

Identify workflow bottlenecks, recommend operational enhancements, and ensure the team adheres to company policies and compliance regulations.

Requirements :

Minimum of 3-5 years of experience in a BPO center environment.

Minimum of 1 year of experience as Team Leader or Assistant Operation Manager.

Proven experience in inbound, outbound, and digital service operations.

Strong leadership and team management skills.

Excellent verbal and written communication skills.

Proficient in using call center software.

Ability to analyze data and make informed decisions.

Strong problem-solving and process development skills and ability to handle high-pressure situations.

Willing to work fully on site in Jogjakarta, with shifting arrangement including graveyard hours (night shift).

Immediately available.

What's your expected monthly basic salary?

Which of the following types of qualifications do you have?

Have you worked in a call centre before?

Do you have customer service experience?

Are you available to work outside your usual hours when required? (e.g. weekends, evenings, public holidays)

Which of the following languages are you fluent in?

Business Support Services 5,001-10,000 employees

Teleperformance is a strategic partner to the world’s leading companies, bringing solutions and enhancing customer experience during each interaction.

We are the largest interaction expert team in the market: multicultural, highly skilled, and deeply knowledgeable, with a wide range of integrated omnichannel solutions, technology, and the highest security standards.

Teleperformance is a strategic partner to the world’s leading companies, bringing solutions and enhancing customer experience during each interaction.

We are the largest interaction expert team in the market: multicultural, highly skilled, and deeply knowledgeable, with a wide range of integrated omnichannel solutions, technology, and the highest security standards.