Call Center Team Leader - Mandarin Speaking (Telesales)

Call Center Team Leader - Mandarin Speaking (Telesales)

Add expected salary to your profile for insights. Responsibilities:

• Understand the complete process and its SLA.
• Gauge the caliber of agents and train them accordingly.
• Ensure participation in organization/process level initiatives to improve efficiency.
• Meet internal/external targets and show continual improvement month on month.
• Accountable for the performance of the aligned team.
• Communicate effectively with the client to resolve issues and disseminate updates.
• Manage client, customer, and team performance planning.
• Achieve stretch targets and manage complex employee situations.
• Act as a single point of contact for non-ops departments and coordinate operational issues.
• Ensure timely closure of all processes and requirements for the team.
• Lead the team to deliver quality service to customers in line with service standards.
• Drive quality and process improvement initiatives.
• Provide feedback for continuous process improvement.
• Manage team performance and career planning.
• Evaluate operational practices and procedures.
• Participate in client and calibration calls.
• Maintain self-knowledge of product and audit team work on quality parameters.

Generic & Behavioral Skills:

• Excellent verbal and written communication skills.
• Willingness to work in shifts aligned with customer business hours.
• Good team player with a willingness to learn and drive to achieve.
• Focus on metrics and continuous improvement.
• Good Excel skills and reporting knowledge.
• Compliance with IT-Sec and accurate ILC clocking in the last 6 months.
• Awareness of SLA/SLO metrics and flexibility for 24/7 shifts.
• Fluent in Mandarin and English, both written and spoken, to support Taiwan and HK markets.

Application Questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a manager/team lead?
• Which languages are you fluent in?
• Have you worked in a call centre before?

About Concentrix: Concentrix Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients. Our staff delivers next-generation customer experience and helps companies better connect with their customers. For more information, visit . #J-18808-Ljbffr