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

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 & Requirements 

Diploma/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 platforms  

Disclaimer 

The 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.