Operations Team Lead

Concentrix; Jawa Tengah; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

Concentrix Indonesia is seeking an Operations Team Leader to supervise a group of content moderation agents and drive performance against KPIs. You will coach, motivate and manage workflow to ensure timely output and high quality for our clients.

You will build strong front-line leadership, promote continuous improvement, and report on SLA compliance, CSAT, and escalation resolution. A bachelor's degree and English fluency are required, with at least one year of team management in content

Qualifications

• Minimum bachelor’s degree in any field.
• Experience managing a team of agents for Content Moderation.
• Excellent oral and written communication skills.
• Fluent in English (written and spoken).

Responsibilities

• Coach and supervise a group of contact center agents to meet KPIs.
• Identify performance issues and implement corrective actions.
• Monitor SLAs, CSAT, and escalation handling with regular reporting.
• Conduct team meetings and communicate requirements clearly.

Skills

Communication skills

Excel skills

English fluency

Team leadership

Education

Bachelor's degree

Job description

About Concentrix: Concentrix is a technology-enabled global business services company (Nasdaq-listed: CNXC) specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 70 countries and across six continents, our staff delivers next-generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design.

Visit www.concentrix.com to learn more.

Role: Operations, Team Leader

Team Leader Operations is responsible for supervising a group of Contact Center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability

Responsibilities:

• Effectively coach direct reports on their performance regularly to ensure performance metrics are achieved at a minimum weekly
• Identify performance-related issues, develop an action plan for improvement, and implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’) and financial expectations
• Manage key business metrics like SLAs and CSAT, Handling Escalations
• Run reports & and conduct a thorough analysis of SLA misses
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies, and procedures. Attend required manager development training
• Promote the Concentrix values through both behaviour and attitude, including being an advocate for team members

Job Requirements:

• Minimum bachelor’s degree in any field
• At least 1 year of experience managing a team of agents for Content Moderation.
• Should be willing to work with shifting along with the team in customer business time.
• Excellent oral and written communication skills.
• Ability to lead the team in multitasking, prioritization, and meeting timelines on deliverables
• Overall, a good team player should be willing to learn and driven to achieve.
• Practice and focus on Metrics.
• Good Excel skills and reporting knowledge
• Should be able to drive Continuous Improvement in the process.
• Demonstrated Fluency in English, both written and spoken