Mandarin Call Center Team Leader — Coach & KPI Guardian

Concentrix; Kuala Lumpur; On-site; MYR 89,000 - 123,000; Full time

Job summary

Concentrix in Malaysia is seeking a Mandarin Team Leader to supervise a group of call center associates, coaching and guiding to meet KPIs. The role emphasizes performance management, attendance, and adherence to policies.

You will lead daily operations, run team meetings, address escalations, and promote Concentrix values while developing team members. Mandarin native, English proficient, and relocation readiness required.

Qualifications

• Bachelor's degree in any discipline.
• Native level fluency in Mandarin language.
• Proficiency in English (minimum B1/B2) with strong verbal and written communication skills.
• 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 is preferred.

Responsibilities

• Supervise day-to-day operations of a group of call center associates.
• Coach direct reports regularly to achieve performance metrics.
• Identify issues, develop improvement plans, and take corrective action.
• Ensure service meets contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to staff.
• Handle escalated customer calls as needed with SME input.
• Conduct team meetings and organize team activities.
• Stay updated on internal policies and participate in manager development.

Skills

Mandarin fluency

English proficiency

Team leadership

Education

Bachelor's degree in any discipline

Job description

Concentrix in Malaysia is seeking a Mandarin Team Leader to supervise a group of call center associates, coaching and guiding to meet KPIs. The role emphasizes performance management, attendance, and adherence to policies.

You will lead daily operations, run team meetings, address escalations, and promote Concentrix values while developing team members. Mandarin native, English proficient, and relocation readiness required.