Operations Team Lead (Cantonese Speaker)

Operations Team Lead (Cantonese Speaker)

Location: Concentrix Office, Malaysia

Overview: We are seeking experienced and dynamic Team Leaders to lead and manage teams of first-line call center agents in a fast-paced environment. The ideal candidate will bring strong leadership capabilities, excellent operational knowledge of KPIs, and fluency in one of these languages. Preference will be given to candidates with prior healthcare customer service experience. This role requires working night shifts.

Key Responsibilities:

• Supervise daily activities of a team of call center agents, ensuring adherence to organizational policies and performance metrics.
• Monitor attendance, quality of service, and productivity to ensure team goals are met.
• Provide coaching and mentorship to team members to improve performance and achieve targets.
• Handle escalated customer interactions and provide subject matter expertise.
• Conduct team meetings regularly to share updates, address challenges, and encourage open communication.
• Develop and implement performance improvement plans for team members as needed.
• Stay updated on internal processes, policies, and industry best practices.
• Promote Concentrix’s values and foster a positive and engaging work environment.

Qualifications:

• Minimum of a Bachelor’s degree (B2 English proficiency is mandatory).
• Fluency in one of the following languages: Mandarin or Cantonese.
• Proven experience in team leadership within a call center or similar environment (2-4 years preferred).
• Strong knowledge of operational KPIs and call center metrics.
• Exceptional communication skills, both verbal and written.
• Demonstrated ability to coach, mentor, and develop team members.
• Strong problem-solving skills and the ability to make data-driven decisions.
• Willingness to work flexible schedules and overtime during peak periods.

Required Experience:

• Prior experience in healthcare-related customer service.
• Familiarity with handling sensitive customer interactions and resolving complex issues.

Additional Requirements:

• Candidates must be willing to undergo medical and drug testing as part of the hiring process.
• Applicants should possess high attention to detail and strong multitasking abilities.
• Demonstrated ability to thrive in a high-pressure, fast-paced environment.

What We Offer:

• Competitive salary and performance-based incentives.
• Career growth and professional development opportunities within a global organization.
• Comprehensive training and mentorship programs.
• An inclusive, supportive, and diverse work environment.
• Opportunities to work with international clients and cross-cultural teams.