Senior Team Lead

Concentrix; Kota Yogyakarta; On-site; IDR 89,280,000 - 178,560,000; Full time

Job summary

Concentrix in Yogyakarta is seeking a Sr. Team Leader, Operations to supervise a group of call center associates and mentor team leaders. You will drive performance improvements, coach representatives, and ensure service levels align with KPIs and contractual requirements.

This role demands strong communication, multitasking, and the ability to manage a flexible schedule in a fast-paced environment. You will collaborate with site leadership to enhance processes and customer outcomes.

Qualifications

• Associate's degree in a related field with 4–6 years of experience and progressive management preferred.
• Strong written and verbal communication skills.
• Proven ability to coach and mentor a team and meet deadlines.
• Ability to handle pressure and adapt to a flexible schedule.

Responsibilities

• Lead a group of call center associates and supervise day-to-day operations.
• Mentor team Leaders and coach on performance metrics and KPIs.
• Identify performance gaps and implement corrective actions.
• Ensure service levels and KPIs meet contractual and financial targets.
• Communicate expectations and updates to the team.

Skills

Communication skills

Team leadership

Mentoring and coaching

Multitasking and time management

Flexibility in schedule

GDS/NGDS knowledge

Education

Associate's degree

Tools

GDS/NGDS application

Job description

About the Company

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 deliver better business outcomes and help our clients stand out 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.

About the Role

Operations, Senior Team Leader (Asst. Manager Roles)

Job Title

Sr. Team Leader, Operations

Job Description

The Sr Team Leader is responsible for the day-to-day supervision of a group of call center associates and serves as a mentor and coach to a group of Team Leaders. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability of both associates and team leaders.

Essential Functions/Core Responsibilities

• Lead Team Members, foster their professional development and growth via effective coaching and communication, and promote teamwork and cooperation
• Coach direct reports on their performance regularly to ensure performance metrics are achieved
• Identify performance related issues, develop an action plan for improvement, 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
• Communicate expectations to employees and provide timely updates and changes
• Provide subject matter expertise in handling escalated customer calls as needed
• Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities
• Stay current on internal work processes, policies, and procedures. Attend required manager development training
• Supervise a group of call center associates, including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Complete shift-wide projects that aim to increase productivity, quality, or other KPI
• Promote the Company's values through both behavior and attitude, including being an advocate for your team members

Job Requirements:

• Associate's degree in a related field with four to six years of experience (with at least one year of Progressive Management Experience) preferred
• 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