Mandarin Operations Team Lead — Coaching & KPIs

Concentrix; Kuala Kubu Bharu; Presencial; MYR 67.000 - 112.000; Jornada completa

Descripción de la vacante

Concentrix in Malaysia seeks a Mandarin Team Leader to supervise a group of call center associates, coach performance, and drive KPIs. The role focuses on coaching, attendance monitoring, and ensuring service levels meet contractual targets.

The ideal candidate holds a Bachelor's degree, native Mandarin, strong English communication, and is either local to Malaysia or willing to relocate. Prior leadership or BPO experience is preferred, with a commitment to Concentrix values and team development.

Formación

• Native level fluency in Mandarin
• Proficiency in English (B1/B2) with strong communication
• Bachelor's Degree in any discipline
• Must be a local Malaysian or willing to relocate to Malaysia
• Prior leadership/operations/customer service/BPO experience preferred

Responsabilidades

• Supervise a group of call center associates and monitor attendance per policy
• Coach direct reports regularly to achieve KPIs
• Identify performance issues and implement improvement plans up to termination
• Ensure service delivery meets KPIs and financial targets
• Set clear expectations and provide timely updates to the team
• Handle escalated calls as needed with SME support
• Conduct team meetings and organize team activities
• Stay updated on internal processes and participate in manager development training
• Promote Concentrix values and advocate for team members

Conocimientos

Mandarin fluency

English proficiency

Leadership

Coaching

Educación

Bachelor's degree

Descripción del empleo

Concentrix in Malaysia seeks a Mandarin Team Leader to supervise a group of call center associates, coach performance, and drive KPIs. The role focuses on coaching, attendance monitoring, and ensuring service levels meet contractual targets.

The ideal candidate holds a Bachelor's degree, native Mandarin, strong English communication, and is either local to Malaysia or willing to relocate. Prior leadership or BPO experience is preferred, with a commitment to Concentrix values and team development.