Contact Center Supervisor (Mandarin Speaker)

vivo Indonesia; Cikoko; On-site; IDR 78,120,000 - 122,760,000; Full time

Job summary

Vivo Indonesia is seeking a proactive Contact Center Supervisor to lead a team of customer service representatives and drive performance targets across the center.

You will handle major incidents, coordinate with cross-functional teams, and develop mid-level and senior agents. The role requires shift-based work to support 24/7 operations and a focus on delivering exceptional customer experiences.

Qualifications

• Bachelor's degree required.
• Minimum 1 year experience as a Contact Center Supervisor or Team Leader.
• Proficient in Indonesian and English; Mandarin required.

Responsibilities

• Be responsible for achieving Contact Center performance targets.
• Handle and escalate major incidents or customer complaints to ensure effective resolution.
• Foster strong teamwork and develop the competencies of mid-level and senior Customer Service representatives.
• Willing to work in shifts and support operational needs.

Skills

Team leadership

Communication

Data analysis

Customer service

Coordination

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Job Responsibilities:

• Be responsible for achieving Contact Center performance targets.
• Handle and escape major incidents or customer complaints to ensure they are resolved effectively.
• Foster strong teamwork and develop the competencies of mid-level and senior Customer Service representatives.
• Willing to work in shifts and support operational needs in accordance with business requirements.

Job Requirements:

• Bachelor's degree (S1) in any discipline.
• Minimum 1 year of experience as a Contact Center Supervisor or Team Leader.
• Proficient in spoken and written Indonesian and English; proficiency in Mandarin is required
• Proficient in Microsoft Office with strong data analysis, communication, coordination, and customer service orientation skills.