Mandarin Bilingual

3 days ago

Taguig, Philippines HR TechX Corp. Full time

We are seeking an experienced Mandarin-English bilingual professional to join our IT BPO team in a leadership or quality role. Depending on your expertise, you may manage frontline teams, lead service quality initiatives, or oversee day-to-day IT operations. This position requires a balance of language fluency, technical insight, and people management or quality/process skills. Team Lead (Mandarin Bilingual) Key Responsibilities: Supervise and support a team of IT support agents (Tier 1 or 2), ensuring SLA compliance and team productivity Act as POC bridge between Mandarin-speaking clients and internal teams Handle escalations, resolve conflicts, and provide coaching and performance feedback Collaborate with Workforce and QA to monitor and improve agent performance Prepare and present reports on KPIs, CSAT, FCR and team metrics Requirements: Fluency in Mandarin and English (written & verbal) 2+ years of experience in an IT BPO environment, with 1+ year of leadership/supervisory role Strong knowledge of technical support processes, SLAs and KPIs Experience with Ticketing systems (e.g. Zendesk, ServiceNow) Quality Assurance (Mandarin Bilingual) Key Responsibilities: Monitor and evaluate calls, chats or tickets for Mandarin and English support teams Provide feedback and coaching to agents to ensure service excellence and compliance Develop QA scorecards and audit tools tailored to IT/Technical support interactions Collaborate with training and operations to address quality gaps and drive improvements Requirements: 2+ years of experience in Quality Assurance in a IT BPO support setting Strong knowledge of IT support protocols and QA methodologies Fluency in Mandarin and English (written & verbal) Operations Manager (Mandarin Bilingual) Key Responsibilities: Oversee the end-to-end delivery of IT support services for Mandarin-speaking clients Manage a team of supervisors/team leads and ensure consistent service quality Collaborate with clients on operational updates, reporting and continuous improvement Own metrics like SLA, NPS/CSAT, staffing, efficiency and utilization Requirements: Fluent in Mandarin and English, with strong stakeholder communication skills. 8+ years of BPO experience, including at least 2+ years in operations or service delivery management. Lean Six Sigma Yellow Belt Strong understanding of IT service delivery frameworks (e.g. ITIL) Proven leadership, data analysis, and client-facing skills #J-18808-Ljbffr

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