Senior Operations Team Lead — KPI & Coaching

Concentrix; Kota Yogyakarta; On-site; IDR 167,400,000 - 290,160,000; Full time

Job summary

Concentrix in Yogyakarta, Indonesia is seeking a Sr. Team Leader, Operations to supervise a group of call center associates and coach Team Leaders daily. The role focuses on maintaining performance metrics and delivering quality customer experiences.

You will mentor staff, address performance issues, and partner with site leadership to reduce attrition while ensuring adherence to policies and procedures. A related degree and several years of progressive management experience are preferred.

Qualifications

• Associate's degree in a related field with 4–6 years of experience and at least 1 year in progressive management.
• Strong communication skills, both written and verbal.
• Demonstrated ability to lead a team in multitasking, prioritization, and meeting timelines on deliverables.
• Demonstrated ability to mentor, coach, and provide direction to a team of employees.
• Work well under pressure and follow through on items to completion.
• Willingness to work a flexible schedule.
• Good knowledge of the GDS/NGDS application.

Responsibilities

• Lead team members and coach for growth, promoting teamwork.
• Coach direct reports to meet performance metrics.
• Identify issues, plan improvements, take corrective actions up to termination.
• Ensure service meets KPIs and financial expectations.
• Communicate expectations and provide timely updates.
• Provide SME support on escalated calls.
• Manage metrics and retention; analyze attrition and partner with leadership to reduce it; give feedback.
• Stay current on processes and attend manager training.
• Supervise call center associates, monitor work and attendance.
• Complete shift-wide projects to boost productivity and quality.
• Promote company values and advocate for the team.

Skills

Communication skills

Team leadership

Mentoring

Multitasking

Time management

Flexibility

Education

Associate's degree

Tools

GDS/NGDS knowledge

Job description

Concentrix in Yogyakarta, Indonesia is seeking a Sr. Team Leader, Operations to supervise a group of call center associates and coach Team Leaders daily. The role focuses on maintaining performance metrics and delivering quality customer experiences.

You will mentor staff, address performance issues, and partner with site leadership to reduce attrition while ensuring adherence to policies and procedures. A related degree and several years of progressive management experience are preferred.