Mandarin Call Center Team Lead — KPI-Driven Ops (Malaysia)

cnx; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Concentrix Kuala Lumpur is seeking a Mandarin Team Leader to supervise a group of call center associates and drive performance through coaching and accountability. The role focuses on meeting KPIs, quality service, and efficient escalation handling in a fast-paced environment.

The ideal candidate holds a Bachelor's degree and is fluent in Mandarin with strong English skills. Local Malaysian applicants or those willing to relocate are welcome to apply.

Qualifications

• Bachelor's Degree in any discipline.
• Native level fluency in Mandarin.
• Proficiency in English (minimum B1/B2) with strong verbal and written communication.
• Must be a local Malaysian or willing to relocate to Malaysia.
• Prior experience in team leadership, operations, customer service, content moderation, or BPO/shared services environment would be preferred.

Responsibilities

• Supervise a group of call center associates and monitor attendance.
• Coach team members regularly to achieve performance metrics.
• Identify performance issues and develop improvement plans, including corrective actions.
• Ensure service delivery meets KPIs and financial targets.
• Communicate expectations and provide timely updates to the team.
• Provide subject matter expertise in handling escalated calls when needed.
• Lead team meetings and organize team activities for effective communication.
• Stay updated on internal processes and participate in required manager training.
• Promote company values and advocate for team members.

Skills

Mandarin fluency

English communication

Education

Bachelor's Degree

Job description

Concentrix Kuala Lumpur is seeking a Mandarin Team Leader to supervise a group of call center associates and drive performance through coaching and accountability. The role focuses on meeting KPIs, quality service, and efficient escalation handling in a fast-paced environment.

The ideal candidate holds a Bachelor's degree and is fluent in Mandarin with strong English skills. Local Malaysian applicants or those willing to relocate are welcome to apply.