Call Center Team Leader: Coaching, KPI Success

PT Concentrix Services Indonesia; Jakarta Pusat; On-site; IDR 78,120,000 - 111,600,000; Full time

Job summary

PT Concentrix Services Indonesia in Jakarta is seeking a Team Leader - Operations to supervise a group of call center associates, monitor attendance, coach performance, and ensure KPIs and financial targets are met. You will lead team meetings, manage schedules, stay current with processes, and promote Concentrix values while supporting a positive work environment.

This is a full-time, on-site role requiring strong leadership under pressure and the ability to mentor team members toward

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise day-to-day work of a group of call center associates and monitor attendance.
• Coach direct reports on performance to meet weekly metrics.
• Identify performance issues and implement corrective action up to termination.
• Ensure service levels meet KPIs and contractual expectations.
• Communicate expectations and provide timely updates to the team.
• Provide subject matter expertise in handling escalated calls as needed.
• Conduct team meetings for open communication and input.
• Schedule and organize team activities and stay updated on internal policies.

Skills

Coaching

Communication

Team leadership

Multi-tasking

Mentoring

Flexibility

Education

Associate's degree

Job description

PT Concentrix Services Indonesia in Jakarta is seeking a Team Leader - Operations to supervise a group of call center associates, monitor attendance, coach performance, and ensure KPIs and financial targets are met. You will lead team meetings, manage schedules, stay current with processes, and promote Concentrix values while supporting a positive work environment.

This is a full-time, on-site role requiring strong leadership under pressure and the ability to mentor team members toward