Mandarin Team Lead, Call Center Operations (Taiwan)

Concentrix CVG Malaysia Sdn. Bhd.; Kuala Lumpur; Sur place; MYR 89 000 - 134 000; Plein temps

Résumé du poste

Concentrix CVG Malaysia Sdn. Bhd. in Kuala Lumpur is seeking a Team Leader, Mandarin to oversee a Taiwan-based call center operations team.

You will coach and motivate a group of associates, monitor attendance, and drive performance against KPIs while ensuring adherence to policies and procedures. The role requires strong Mandarin language skills, effective communication, and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Supervisory experience in a call center or similar environment.
• Strong coaching and feedback skills.
• Ability to manage attendance and performance.

Responsabilités

• Supervise a group of call center associates daily and monitor work/attendance in line with policy.
• Coach direct reports regularly to ensure KPI targets are met weekly.
• Identify performance issues and implement improvement plans, up to termination if needed.
• Ensure service levels meet KPIs and financial expectations.
• Communicate clear expectations and provide timely updates to the team.
• Provide subject matter expertise for escalated customer calls as needed.
• Lead team meetings to share information and gather input.
• Schedule and organize team activities and stay current on processes.

Connaissances

Coaching

Team leadership

Performance coaching

Communication

Formation

Associate's degree

Description du poste

Concentrix CVG Malaysia Sdn. Bhd. in Kuala Lumpur is seeking a Team Leader, Mandarin to oversee a Taiwan-based call center operations team.

You will coach and motivate a group of associates, monitor attendance, and drive performance against KPIs while ensuring adherence to policies and procedures. The role requires strong Mandarin language skills, effective communication, and the ability to manage multiple priorities in a fast-paced environment.