Team Leader

PT Concentrix Services Indonesia; Jakarta Pusat; In loco; IDR 78.120.000 - 111.600.000; Tempo pieno

Descrizione del lavoro

PT Concentrix Services Indonesia in Jakarta is seeking a Team Leader - Operations to supervise a group of call center associates, monitor attendance, coach performance, and ensure KPIs and financial targets are met. You will lead team meetings, manage schedules, stay current with processes, and promote Concentrix values while supporting a positive work environment.

This is a full-time, on-site role requiring strong leadership under pressure and the ability to mentor team members toward

Competenze

• Associate's degree in related field with two to four years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
• Willingness to work a flexible schedule.

Mansioni

• Supervise day-to-day work of a group of call center associates and monitor attendance.
• Coach direct reports on performance to meet weekly metrics.
• Identify performance issues and implement corrective action up to termination.
• Ensure service levels meet KPIs and contractual expectations.
• Communicate expectations and provide timely updates to the team.
• Provide subject matter expertise in handling escalated calls as needed.
• Conduct team meetings for open communication and input.
• Schedule and organize team activities and stay updated on internal policies.

Conoscenze

Coaching

Communication

Team leadership

Multi-tasking

Mentoring

Flexibility

Formazione

Associate's degree

Descrizione del lavoro

Team Leader - Operations

Job Title: Team Leader

Essential Functions / Core Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• 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 Indicator (‘KPIs’) and financial expectations
• 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 behavior and attitude, including being an advocate for team members

Candidate Profile

• Associate's degree in related field with two to four years of relevant experience preferred
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

Manage the employment status of call center associates and participate in the transfer, promotions or regularization of call center associates, which is necessary before any such employee-movement is made. Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies. Exercises authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations of call center associates. Stay current on internal work processes, management policies and procedures and ensures implementation of the same. Implement management policies. Support and manage the program together with other Team Leaders and Managers. Providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements. Manage team members on their performance on a regular basis, and write and deliver performance appraisal. The Team Leader’s role is a managerial level position, a position reposed with trust and confidence.

Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location: IDN Jakarta - Landmark Tower - 5th & 7th Floors

Language Requirements: English (Required)

Time Type: Full time

Mission:

Hi, we’re Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well‑known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human‑centered, tech‑powered, intelligence‑fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s designing game‑changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end‑to‑end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand‑defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Company Overview:

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human‑centered, tech‑powered, intelligence‑fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s … designing game‑changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end‑to‑end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand‑defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.