Team Leader (Mandarin)

Concentrix; Kampung Malaysia Tambahan; On-site; MYR 90,000 - 120,000; Full time

Job summary

Concentrix in Kuala Lumpur is seeking a Team Leader, Operations responsible for supervising a group of call center associates and driving performance through coaching and accountability. The role emphasizes coaching reports, meeting KPIs, and maintaining service levels in line with contractual expectations.

The candidate should bring 2–4 years of related experience, an associate's degree, and strong communication skills to mentor the team, manage attendance, and lead by example in a fast-paced

Qualifications

• Strong leadership and coaching abilities to drive team performance.
• Excellent written and verbal communication skills.
• Ability to mentor, coach and provide direction to the team.

Responsibilities

• Supervise a group of call center associates and monitor attendance.
• Coach team members regularly to meet performance metrics.
• Identify performance issues and implement corrective actions up to termination.
• Ensure adherence to KPIs and contractual financial targets.
• Communicate expectations and provide timely updates to the team.
• Handle escalated customer calls as needed and provide SME guidance.
• Conduct team meetings and organize team activities for effective communication.
• Stay updated on internal processes and policies; participate in manager development training.
• Champion Concentrix values through actions and attitude.

Skills

Team leadership

Coaching

Communication

Multitasking

Deadline management

Education

Associate's degree

Job description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

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

• Associate'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
• 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

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.