Station Lead, Operations - Mandarin Speaker

Concentrix

Kuala Lumpur

On-site

MYR 78,000 - 112,000

Full time

3 days ago

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Job summary

Concentrix in Kuala Lumpur seeks a proactive Team Leader, Operations (Station Lead – Mandarin Speaker) to oversee daily station activities and align with client expectations. You will monitor KPIs, coach a frontline team, and coordinate with Quality, Workforce, Training, and IT to drive continuous improvement.

The ideal candidate brings 2–3 years in operations leadership, strong communication skills, and proficiency in Excel and reporting tools.

Qualifications

Diploma/Degree in Business, Operations Management, or related field (preferred).
Minimum 2–3 years of experience in operations, team leadership, or supervisory roles.
Strong knowledge of operational KPIs and performance metrics.
Excellent communication, problem-solving, and decision-making skills.
Ability to multitask, prioritize, and work under pressure.
Proficiency in MS Excel, reporting tools, and workflow platforms.

Responsibilities

Oversee end-to-end station activities to ensure smooth operations and compliance with SOPs and client expectations.
Track KPIs such as productivity, quality, AHT, SLA, CSAT/NPS, and attendance; prepare performance reports.
Lead, coach, and motivate team members; conduct briefings and daily check-ins.
Serve as primary contact for stakeholders; resolve escalations and coordinate with cross-functional teams.
Identify gaps and implement process improvements to boost productivity, quality, or cost efficiency.
Maintain accurate logs and documentation; communicate updates and changes effectively.