Senior Team Lead

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

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