Job Description
We are seeking a highly motivated and experienced Team Leader (Bilingual - Mandarin) to join our dynamic BPO team. The ideal candidate has a strong background in the BPO industry, proven leadership experience, and a solid sales track record. This role requires fluency in Mandarin and English, and the ability to lead a team in a fast-paced, target-driven environment.
Key Responsibilities
Lead, coach, and motivate a team of sales/customer service agents to meet and exceed performance targets.
Monitor daily team performance, analyze trends, and implement action plans to improve metrics
Serve as the primary point of contact for both internal and external stakeholders regarding Mandarin-speaking clients/customers.
Conduct regular coaching, performance reviews, and feedback sessions with team members.
Ensure compliance with company policies, client requirements, and quality standards.
Handle escalations and resolve client or customer issues promptly and professionally.
Prepare and submit reports on team performance, KPIs, and sales metrics.
Foster a positive, results-oriented work environment that supports employee engagement and development.
Bachelors degree or equivalent experience.
At least 1-2 years of sales experience, preferably in a call center or customer service environment.
Fluent in both Mandarin and English (spoken and written).
Strong leadership, interpersonal, and coaching skills.
Proven ability to meet targets and manage team performance under pressure.
Excellent problem-solving, organizational, and communication skills.
Proficient in MS Office tools and CRM systems.
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Preferred Skills
Experience handling Mandarin-speaking accounts.
Background in telesales, upselling, or customer retention programs.
Minimum of 2 years of experience as a Team Leader in a BPO setting
