Team Leader Call Center (Mandarin)

Telecontinent; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company is seeking an Operations Supervisor to oversee daily operations and lead a high-performing team in Kuala Lumpur. The ideal candidate will have strong leadership skills, experience in the BPO sector, and be fluent in English and Mandarin. This role offers a competitive salary, benefits, and opportunities for professional development.

Benefits

Annual salary increment

Performance bonus

Medical and hospitalization coverage

EPF, SOCSO, EIS coverage

External training provided

Career progression opportunities

Qualifications

• At least 3 years of experience in the BPO contact centre industry.
• Strong supervision and people management skills required.
• Ability to work independently with minimal supervision.

Responsibilities

• Assist Operations Manager and supervise team performance.
• Monitor KPIs and manage attendance.
• Conduct performance reviews and coach team members.

Skills

Leadership

Coaching

Critical thinking

Analytical skills

Problem-solving

Fluency in English

Fluency in Mandarin

Multitasking

Education

Diploma, Degree or equivalent qualification

Tools

Microsoft PowerPoint

Microsoft Excel

Job description

Job Responsibility

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• Assist the Operations Manager in overseeing daily operations and ensuring team performance.
• Supervise a team of Malaysia, Singapore and Hong Kong to drive productivity and performance.
• Monitor KPIs, including monthly targets, quality evaluations, attendance, and punctuality.
• Coach, motivate, and mentor team members to exceed performance expectations.
• Handle escalated inquiries and resolve issues quickly and effectively.
• Ensure adherence to company policies, processes, and service standards. Track and manage team attendance and work schedules to ensure efficiency.
• Collaborate with multiple departments to enhance performance, training, and reporting.
• Conduct performance reviews and implement improvement plans for staff.
• Generate daily reports and ensure accurate tracking of team progress.
  
  

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Job Requirements

• Open for Malaysian citizen.
• Demonstrated fluency in both spoken and written English, Mandarin due to market served.
• Immediate commencement is highly desirable.
• Minimum Diploma, Degree, or equivalent qualification in any field.
• At least 3 year of experienced in the BPO contact centre industry, preferably in telemarketing, customer service OR lead generation.
• Strong supervision, coaching, leadership, and people management skills.
• Critical thinking, analytical skills, and problem-solving abilities.
• Ability to multitask and work independently with minimal supervision.
• Proficiency in Microsoft PowerPoint and Excel.
  
  

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Job Benefits

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• Remuneration package: - Basic: up to RM4500 - KPI allowance: up to RM1500 (Based performance) *Note: Basic salary will be determined based on the candidate's years of relevant experience, skill set, and performance during the interview process.
• Annual salary increment & performance bonus
• Medical & hospitalization covered
• EPF, SOCSO and EIS covered
• Working hours: - 8 working hour, 2 days off - - No midnight shift 5 working days *Note: Working hours are subject to change based on business and operational requirements.
• External training will be provided and potential career progression opportunities
• Working location: Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur. Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance)
  
  

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