Mandarin Call Center Team Lead — Coaching & Performance

Telecontinent Sdn Bhd; Kuala Lumpur; On-site; MYR 56,000 - 61,000; Full time

Benefits offered by this job

Medical & hospitalization covered

EPF, SOCSO and EIS covered

Annual salary increment & performance

Job summary

Telecontinent Sdn Bhd in Kuala Lumpur is seeking a Team Leader Call Center (Mandarin Speaker) with 2–5 years in telesales or telemarketing and 1–2 years in a supervisory role. The candidate should exhibit strong leadership, coaching, negotiation, and excellent verbal skills in English and Mandarin to support Mainland China clients.

The role involves driving the team to meet revenue and conversion goals, conducting regular coaching, monitoring calls, and managing onboarding and shift scheduling.

Qualifications

• Minimum 2 to 5 years in a telesales or telemarketing environment, with 1 to 2 years in a supervisory or lead role.
• Strong leadership, active coaching, negotiation, and verbal communication abilities.
• Proficiency in CRM software and call centre telephony or reporting dashboards.
• Excellent command of English and Chinese (to support Mainland China Clients).
• Availability to work on weekends (Saturday & Sunday) for occasional events.

Responsibilities

• Drive the team to meet or exceed daily, weekly, and monthly revenue and conversion goals.
• Conduct regular one-on-one sessions, call monitoring, and live feedback to improve agent closing and consultative selling techniques.
• Track call centre metrics such as conversion rates, average handling time (AHT), and calls per hour using CRM and reporting tools.
• Handle onboarding, shift scheduling, attendance management, and disciplinary actions or motivation incentives.
• Take over difficult customer calls or negotiations to secure deals and resolve complaints.
• Represent the company and support operational execution at designated weekend events.

Skills

Leadership

Coaching

Negotiation

Verbal communication

English

Mandarin

CRM software

Call centre telephony

Reporting dashboards

Tools

CRM software

Call centre telephony

Reporting dashboards

Job description

Telecontinent Sdn Bhd in Kuala Lumpur is seeking a Team Leader Call Center (Mandarin Speaker) with 2–5 years in telesales or telemarketing and 1–2 years in a supervisory role. The candidate should exhibit strong leadership, coaching, negotiation, and excellent verbal skills in English and Mandarin to support Mainland China clients.

The role involves driving the team to meet revenue and conversion goals, conducting regular coaching, monitoring calls, and managing onboarding and shift scheduling.