Job Title
Team Leader, Operations (Station Lead – Mandarin Speaker)
Job Description
The Station Lead is responsible for overseeing the daily operations of an assigned station or business unit. This role ensures operational efficiency, team performance, client satisfaction, and compliance with company standards. The Station Lead acts as the primary point of contact for escalations, process management, and workforce coordination within the station.
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.
•Oversee incentive/penalty management and ensure 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.
Location
MYS Kuala Lumpur Sentral - NU Tower 2 - Level 9 & 10
Time Type
Full time
