Mandarin-Speaking Assistant Operations Manager

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

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.