Mandarin Team Leader, Customer Operations

Concentrix CVG Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Concentrix CVG Malaysia Sdn. Bhd. in Kuala Lumpur is seeking a Mandarin Team Leader to supervise a group of call center associates and drive performance. You will coach, motivate and ensure accountability to meet weekly metrics and customer expectations.

The role requires native Mandarin fluency, strong English communication, and a Bachelor's degree. Local Malaysian residency or willingness to relocate is required, with prior team leadership experience in BPO or shared services preferred.

Qualifications

• Bachelor's Degree in any discipline.
• Native level fluency in Mandarin.
• English proficiency at least B1/B2 with strong verbal and written communication.

Responsibilities

• Supervise day-to-day 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 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

Skills

Mandarin language proficiency

Team leadership

English language proficiency

Education

Bachelor's Degree

Job description

Concentrix CVG Malaysia Sdn. Bhd. in Kuala Lumpur is seeking a Mandarin Team Leader to supervise a group of call center associates and drive performance. You will coach, motivate and ensure accountability to meet weekly metrics and customer expectations.

The role requires native Mandarin fluency, strong English communication, and a Bachelor's degree. Local Malaysian residency or willingness to relocate is required, with prior team leadership experience in BPO or shared services preferred.