Mandarin Call Center Team Lead

Concentrix Malaysia Sdn. Bhd; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Job summary

Concentrix Malaysia Sdn. Bhd is seeking a Team Leader - Mandarin to supervise a group of call center associates, ensuring KPI targets are met and coaching team members to improve performance.

You will monitor attendance, schedule team activities, conduct regular coaching sessions, and handle escalated calls with knowledge of internal policies. The role requires strong communication, multi‑tasking, and the ability to lead in a fast‑paced environment.

Qualifications

• Associate's degree in related field; 2–4 years’ relevant experience preferred.
• Strong coaching and people management skills.
• Excellent written and verbal communication abilities.

Responsibilities

• Supervise a group of call center associates including work and attendance monitoring.
• Coach direct reports on performance on a regular basis to meet metrics weekly.
• Identify performance issues and implement corrective actions up to termination.
• Ensure KPIs and financial targets are achieved.
• Communicate expectations and provide timely updates to the team.
• Provide subject‑matter expertise for escalated customer calls.
• Conduct team meetings for open communication and feedback.
• Schedule and organize team activities.
• Stay updated on internal processes, policies and procedures.
• Attend required manager development training.
• Promote Concentrix values through behavior and leadership.

Skills

Coaching

People management

Communication

Multitasking

Time management

Education

Associate's degree

Job description

Concentrix Malaysia Sdn. Bhd is seeking a Team Leader - Mandarin to supervise a group of call center associates, ensuring KPI targets are met and coaching team members to improve performance.

You will monitor attendance, schedule team activities, conduct regular coaching sessions, and handle escalated calls with knowledge of internal policies. The role requires strong communication, multi‑tasking, and the ability to lead in a fast‑paced environment.