Team Lead (Mandarin)

Concentrix; Cyberjaya; On-site; MYR 78,000 - 100,000; Full time

Job summary

Concentrix is seeking a capable Call Center Supervisor in Cyberjaya to oversee a group of associates, monitor attendance, and ensure adherence to policies. You will coach the team weekly to meet performance metrics and escalate issues when needed.

You will ensure service levels align with KPIs and business goals, communicate expectations clearly, and lead regular team meetings. Fluency in Mandarin and strong communication are essential, with a flexible schedule to cover 24/7 operations.

Qualifications

• Bachelor's degree in related field with two to four years of relevant experience preferred.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Read, write and speak Mandarin.
• Work well under pressure and follow through on items to completion.

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.

Skills

Team leadership

Performance coaching

Communication skills

Multitasking

Mandarin language

Education

Bachelor's degree in related field

Job description

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 Profile

• Bachelor's degree in related field with two to four years of relevant experience preferred


• Highly motivated individual with skills to develop and coach team members to achieve performance expectations


• Read, write and speak Mandarin


• Work well under pressure and follow through on items to completion


• Strong communication skills, both written and verbal


• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable


• Ability to mentor, coach and provide direction to a team of employees


• Willingness to work a flexible schedule - 24/7