HRO Team Lead – Mandarin/English

Role Overview

We are looking for an experienced Team Lead to manage and support a team within an HRO/BPO environment. This role is ideal for candidates with leadership experience who are passionate about operations management, team coaching, and delivering excellent service quality.

Requirements

• Proficiency in Mandarin and English (spoken & written)
• Preferred experience as a Team Leader or in HR operations
• BPO/shared services experience is required
• Bachelor's degree preferred
• Experience working as an agent in similar workflows
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management skills
• Ability to work in a fast-paced environment

Responsibilities

• Supervise and coach a team of agents
• Monitor utilization, productivity, and daily operations
• Ensure SLA and KPI achievement
• Conduct daily/weekly team meetings and performance reviews
• Perform RCA (Root Cause Analysis) to identify operational issues
• Collaborate with QA and Training teams to improve performance
• Handle escalations and support queue management
• Maintain understanding of workflows and operational tool