Team Leader, Operations (Station Lead-Mandarin Speaker))

Concentrix Corporation; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations (Station Lead) in Kuala Lumpur. The role oversees daily station operations, drives KPI performance, and leads a team to meet client expectations.

The ideal candidate has a diploma/degree in business or operations management with 2–3 years of supervisory experience, strong KPI knowledge, and proficiency in MS Excel and reporting tools. Mandarin speaker preferred. This is a full-time, on-site position at the Kuala Lumpur Sentral NU Tower location.

Qualifications

• Diploma/Degree in Business, Operations Management, or related field.
• 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 day-to-day operations at the assigned station to ensure efficiency and quality.
• Monitor KPIs such as productivity, quality, AHT, SLA, CSAT/NPS, and attendance.
• Lead, coach, and motivate team members; conduct briefings and daily check-ins.
• Serve as point-of-contact for escalations and stakeholder management.
• Identify process gaps and drive improvements for productivity and quality.
• Prepare regular performance reports for leadership review.

Skills

KPI Management

Team Leadership

Communication

Problem Solving

Multitasking

MS Excel

Education

Diploma/Degree in Business or Ops Management

Tools

MS Excel

Reporting tools

Workflow platforms

Job description

# Apply With Us!## Team Leader, Operations (Station Lead-Mandarin Speaker))Apply: MYS Kuala Lumpur Sentral - NU Tower 2 - Level 9 &10: Full time: Posted Today: R1758478Job Title:Team Leader, Operations (Station Lead-Mandarin Speaker))Job DescriptionThe Station Lead is responsible for overseeing the daily operations of an assigned station or business unit. This role ensures operational efficiency, team performance, client satisfaction, and compliance with company standards. The Station Lead acts as the primary point of contact for escalations, process management, and workforce coordination within the station.Key Responsibilities**1. Operational Management**Oversee end-to-end activities within the station to ensure smooth and efficient operations.Ensure compliance with operational SOPs, quality standards, and client expectations.Monitor daily performance metrics and take proactive action to address deviations.Coordinate workforce allocation, scheduling, and adherence.**2. Performance & KPI Management**Track and analyze station KPIs such as productivity, quality, AHT, SLA, CSAT/NPS, and attendance.Conduct root-cause analysis for underperformance and implement corrective actions.Prepare daily, weekly, and monthly performance reports for leadership review.Overseeing incentive/penalty management and ensuring operational compliance and contract fulfilment.**3. People Leadership**Lead, coach, and motivate team members to achieve operational goals.Conduct briefings, huddles, and daily check-ins.**4. Customer & Stakeholder Management**Serve as the point-of-contact for internal and external stakeholders related to station operations.Handle escalations promptly, ensuring timely resolution and customer satisfaction.Collaborate with cross-functional teams (Quality, Workforce, Training, IT) for continuous improvement.**5. Process Improvement**Identify gaps, inefficiencies, or bottlenecks in station processes.Recommend and implement improvement initiatives for productivity, quality, or cost optimization.Support new process rollouts, updates and compliance requirements.**6. Reporting & Documentation**Maintain accurate logs, reports, and documentation as required by governance or audit standards.Ensure all updates, announcements or changes are communicated to the team effectively.Qualifications & RequirementsDiploma/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 platformsDisclaimerThe 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.Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.Location:MYS Kuala Lumpur Sentral - NU Tower 2 - Level 9 &10Language Requirements:Time Type:Full time