Mandarin Call Center Team Lead – Operations

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

Job summary

Concentrix in Cyberjaya is hiring a Team Leader (Mandarin) to supervise a group of call center associates and drive KPI performance through coaching, motivation and accountability.

The role requires Mandarin language skills, an associate degree, and the ability to coach, mentor and manage a team under pressure while maintaining strong communication and meeting deadlines; flexible schedule may be required.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Strong communication skills, both written and verbal.
• Willingness to work a flexible schedule.

Responsibilities

• Responsible for day-to-day supervision of call center associates including work and attendance monitoring in accordance with policy and applicable legal requirements.
• Coach direct reports on performance to ensure metrics are achieved weekly.
• Identify performance issues, develop action plans for improvement, implement corrective action up to termination.
• Ensure service delivered meets KPIs and financial expectations.
• Communicate expectations and provide timely updates.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Conduct team meetings and organize team activities.
• Stay current on internal processes and policies; attend manager development training.
• Promote Concentrix values through behavior and attitude.

Skills

Communication skills

Leadership

Coaching

Education

Associate degree

Job description

Concentrix in Cyberjaya is hiring a Team Leader (Mandarin) to supervise a group of call center associates and drive KPI performance through coaching, motivation and accountability.

The role requires Mandarin language skills, an associate degree, and the ability to coach, mentor and manage a team under pressure while maintaining strong communication and meeting deadlines; flexible schedule may be required.