Team Coach

We are seeking a dynamic and fluent Mandarin/Chinese-speaking professional with 2-3 years of call center experience to join our team as a Supervisor. This role requires strong leadership, exceptional communication skills, and the ability to effectively manage and guide a team.

Team Leadership

Supervise and mentor a team of call center agents, ensuring they meet performance targets and deliver exceptional customer service.

Proficiency in client management is essential.

Performance Monitoring

Track and evaluate team performance, provide constructive feedback, and implement improvement strategies where needed.

Customer Support

Assist with escalated customer issues, ensuring prompt and effective resolution.

Process Improvement Identify and recommend process improvements to enhance operational efficiency and customer satisfaction.

Training & Development

Facilitate training sessions for team members to enhance their language proficiency, customer service skills, and product knowledge.

Reporting

Prepare regular reports on team performance, customer feedback, and operational metrics.

Collaboration

Work closely with other departments to align goals and address any cross-functional challenges.

Qualifications and Skills

Language Proficiency

Fluent in Mandarin/Chinese (spoken and written), with strong English communication skills.

2-3 years of experience in the call center industry, preferably in a leadership or supervisory role.

Leadership Skills

Proven ability to motivate and lead a team in a fast-paced environment.

Problem-Solving

Strong analytical and decision-making abilities to address customer and team issues effectively.

Technical Skills

Familiarity with CRM tools, call center technologies, and reporting software.

Flexibility

Ability to adapt to changing priorities and work in shifts, if required.

Preferred Qualifications

Prior experience managing bilingual teams

knowledge of Operations.