Team Lead (Mandarin)

Concentrix; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Job summary

Concentrix in Kuala Lumpur seeks a capable supervisor to oversee a group of call center associates, drive performance, and ensure KPI attainment. The role emphasizes coaching, process adherence, and escalation handling.

Ideal candidates hold a related Bachelor's degree with 2–4 years of relevant experience, are fluent in Mandarin, and demonstrate strong communication, leadership, and multitasking abilities to manage timelines and deliverables.

Qualifications

• Bachelor's degree in related field with 2–4 years of relevant experience preferred.
• Read, write and speak Mandarin.
• Strong communication skills, both written and verbal.
• Ability to lead a team in multi-tasking, prioritization and meeting timelines.

Responsibilities

• Supervise a group of call center associates on day-to-day operations and attendance.
• Coach direct reports regularly to ensure weekly performance metrics are met.
• Identify performance issues and implement improvement plans, up to termination if needed.
• Ensure service levels meet KPIs and contractual expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed with subject matter expertise.

Skills

Team leadership

Coaching

Mandarin

Communication

Multitasking

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