Advisor I, Customer Service Mandarin Team Leader

Job Title: Advisor I, Customer Service Mandarin Team Leader 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 requirements   Bachelor's Degree in any discipline.   Proficiency in English (minimum B1/B2 level) with strong verbal and written communication skills.   Must be a local Malaysian or willing to relocate to Kuala Lumpur, Malaysia .   Prior experience in team leadership, operations, customer service, content moderation, or BPO/shared services environment is preferred. Location: MYS Kuala Lumpur Sentral - NU Tower 2 - Level 9 &10 Language Requirements: Time Type: Full time