Mandarin Team Leader

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

Job Title

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.