Banking Call Center Team Lead

Concentrix

Kuala Lumpur

On-site

MYR 60,000 - 90,000

Full time

5 days ago

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Job summary

Concentrix is seeking a Team Leader (TL Banking) in Kuala Lumpur to supervise a group of call center associates and coach them to achieve weekly performance metrics. The role emphasizes attendance monitoring, escalation handling, and adherence to policies while driving customer satisfaction and service quality.

You will lead daily team meetings, monitor performance against KPIs, and provide direction and feedback.

Qualifications

Associate's degree in related field required or preferred.
Highly motivated with ability to coach team members to meet performance goals.
Ability to work under pressure and follow through to completion.
Strong written and verbal communication skills.
Ability to lead a team, mentor staff and provide clear direction.
Willingness to work a flexible schedule.

Responsibilities

Supervise a group of call center associates, monitor attendance and work in line with policy and law.
Coach direct reports on performance to meet weekly metrics.
Identify performance issues, develop action plans and implement corrective actions up to termination.
Ensure service levels meet KPIs and financial targets.
Communicate expectations and provide timely updates to the team.
Provide subject matter expertise for escalated calls as needed.
Conduct team meetings and organize team activities for effective communication.
Stay updated on internal policies and attend required manager development training.
Champion Concentrix values in daily behavior and team advocacy.