Operations Team Leader - Coaching for KPIs

Concentrix; Kota Yogyakarta; On-site; IDR 84,000,000 - 132,000,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations in Indonesia to supervise a group of call center associates and drive performance through coaching and accountability. The role emphasizes weekly KPI achievement, attendance monitoring, and escalation handling as needed.

The candidate will coach, mentor and manage performance, ensuring timely updates and adherence to policy while promoting the company’s values across the team.

Qualifications

• The candidate should have a relevant degree and 2–4 years of experience as a supervisor or team lead.
• Strong coaching and communication skills are required to achieve KPIs.
• Ability to supervise call center associates and manage performance under policy.

Responsibilities

• Oversee day-to-day supervision of call center associates and monitor attendance.
• Coach direct reports regularly to meet performance metrics weekly.
• Identify performance issues, develop action plans, and implement corrective actions.
• Ensure service levels meet contractual KPIs and financial targets.
• Communicate expectations and provide timely updates to the team.
• Provide subject matter expertise for escalated customer calls as needed.
• Lead team meetings and organize team activities to facilitate communication.
• Stay current on internal processes and participate in required management training.
• Promote Concentrix values through behavior and advocacy for team members.

Skills

Team leadership

Coaching

Performance monitoring

Communication

Multitasking

Prioritization

Policy adherence

Attendance tracking

Mentoring

Problem escalation

Education

Associate's degree in related field

Job description

Concentrix is seeking a Team Leader, Operations in Indonesia to supervise a group of call center associates and drive performance through coaching and accountability. The role emphasizes weekly KPI achievement, attendance monitoring, and escalation handling as needed.

The candidate will coach, mentor and manage performance, ensuring timely updates and adherence to policy while promoting the company’s values across the team.