Team Leader (Bilingual - Mandarin)

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.
• Bachelor's 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