Operations Manager (Healthcare) – Call Center (Mandarin Speaking)

Location: Concentrix Office, Malaysia

Overview:

Concentrix is seeking an experienced and strategic Operations Manager to lead and oversee our call center teams at our Malaysia office. This role is critical for managing performance, driving operational excellence, and ensuring outstanding customer experiences. The ideal candidate will have strong leadership capabilities, deep understanding of call center KPIs, and fluency in Mandarin. Preference will be given to candidates with prior experience in the healthcare industry. Night shift availability is mandatory as this role supports global operations.

Key Responsibilities:

• Provide strategic leadership to multiple call center teams to achieve operational goals and client expectations.
• Monitor and manage key performance indicators (KPIs), including service level agreements (SLAs), quality metrics, and customer satisfaction scores.
• Drive process improvements and implement action plans to optimize operational efficiency.
• Collaborate with stakeholders to develop and execute strategies for improving team performance and achieving business objectives.
• Manage staffing, including workforce planning, recruitment, and retention, to ensure optimal resource utilization.
• Mentor and coach team leaders and other direct reports to foster professional growth and high performance.
• Ensure compliance with company policies, procedures, and client requirements.
• Support escalated customer issues and provide subject matter expertise as needed.
• Conduct regular business reviews with clients to present operational insights and results.

Qualifications:

• Minimum of a Bachelor’s degree (B2 English proficiency is mandatory).
• Fluency in Mandarin is required.
• Proven experience as an Operations Manager within a call center or similar environment (5+ years preferred).
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Exceptional leadership and team management skills.
• Solid understanding of call center KPIs, SLAs, and operational metrics.
• Proficiency in performance management, process optimization, and client relationship management.
• Willingness to work flexible schedules, including night shifts.

Required Experience:

• Experience in the healthcare industry.
• Background in managing multilingual teams in a global call center environment.

What We Offer:

• Competitive salary and performance-based incentives.
• Career growth and professional development opportunities within a global organization.
• Comprehensive training and mentorship programs.
• An inclusive, supportive, and diverse work environment.
• Opportunities to work with international clients and cross-cultural teams.

About Concentrix:

Concentrix is a leading global provider of customer experience (CX) solutions and technology, trusted by over 2,000 clients worldwide, including iconic Fortune Global 500 brands. We design, build, and run integrated solutions at scale across the entire enterprise. Our culture is defined by our commitment to integrity, respect, and excellence, guiding our decisions and actions every day.

Disclaimer:

The above statements describe the general nature and level of work expected for this position. They are not an exhaustive list of all responsibilities, duties, and skills required. Concentrix is an equal opportunity employer and evaluates applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, veteran status, disability status, or any other legally protected characteristic.

Application Note:

• Candidates who meet the requirements and demonstrate a strong fit for this role will be contacted for further assessments. Join us at Concentrix and lead a team to deliver exceptional operational excellence!