Mandarin Team Leader

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

Mandarin Team Leader

Job Description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Essential Functions/Core Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Candidate requirements

• Bachelor's Degree in any discipline.
• Native level fluency in Mandarin Language
• Proficiency in English (minimum B1/B2 level) 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.

Location

MYS Kuala Lumpur Sentral - NU Tower 2 - Level 9 &10

Time Type

Full time