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Job Title: Team Leader - Operations (Mandarin) 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 coaching, motivation, and accountability. Essential Functions/Core Responsibilities Responsible for supervising call center associates, including monitoring work and attendance in accordance with company policies and legal requirements. Effectively coach team members regularly to meet performance metrics weekly. Identify performance issues, develop improvement plans, implement corrective actions, including termination if necessary. Ensure customer service meets contractual KPIs and financial expectations. Communicate expectations clearly and provide timely updates to employees. Handle escalated customer calls as needed, providing subject matter expertise. Conduct team meetings for effective communication and organize team activities. Stay updated on internal processes, policies, and attend management training. Promote company values through behavior and attitude, advocating for team members. Candidate Profile Associate''s degree in a related field with 2-4 years of relevant experience preferred. Motivated individual skilled in coaching and developing team members. Capable of working under pressure and ensuring task completion. Excellent written and verbal communication skills. Proficient in multitasking, prioritization, and meeting deadlines. Ability to mentor, coach, and direct a team. Willing to work flexible hours. Career Level Description Receives task-oriented assignments, supervises subordinates to prioritize and complete tasks, and manages daily team activities. Responsible for handling medium-sized business lines, guiding team to meet metrics through coaching and feedback, and handling escalated issues. Typically spends less than 20% of time performing supervised tasks. Supervises non-exempt employees performing related tasks. > Manage employment status, participate in transfers, promotions, and regularizations. Exercise independent judgment in implementing management policies. Manage employment actions, address misconduct, and ensure policy compliance. Stay current on policies and ensure their implementation. Support team management and performance appraisal processes. This role is a managerial position, entrusted with significant responsibilities. Disclaimer The above is a general description of the role and is not exhaustive of all responsibilities and skills required. Concentrix is an equal opportunity employer, evaluating applicants regardless of protected characteristics. Location: MYS KL Sentral - NU Tower 2, Level 21, 30, 31, 38 & 40 Language Requirements: Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents #J-18808-Ljbffr