Senior SME & Operations Coach (Mandarin)

Concentrix CVG Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Job summary

Concentrix CVG Malaysia Sdn. Bhd. in Kuala Lumpur is seeking a Sr.

SME in Operations with Mandarin to provide floor support, coaching, and subject matter expertise to agents. You will guide the team on process and quality, handle escalations, and help drive key metrics. This role requires at least a college education and call center experience, strong communication in English and Mandarin, and the ability to train junior staff.

Qualifications

• Minimum of two years of college education with at least 12 to 18 months of call center experience.
• Ability to think clearly and can explain complex issues effectively, both above average written and verbally.
• Demonstrate product expertise.
• Dependable with proficient attention to detail and ability to solve complex issues.

Responsibilities

• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
• Assists in driving metrics of the team.
• Monitor closure of service levels regularly.
• Ensure prompt escalations to Team Captain.
• Supervise team in the absence of the Team Captain.
• Monitor performance and quality scores of team.
• Take production calls as well as escalated calls.

Skills

Customer service

Communication

Mandarin language

Problem solving

Education

College education (2 years)

Tools

MS Office

Job description

Concentrix CVG Malaysia Sdn. Bhd. in Kuala Lumpur is seeking a Sr.

SME in Operations with Mandarin to provide floor support, coaching, and subject matter expertise to agents. You will guide the team on process and quality, handle escalations, and help drive key metrics. This role requires at least a college education and call center experience, strong communication in English and Mandarin, and the ability to train junior staff.