Banking Call Center Team Lead - Flexible Schedule

Concentrix Experts Colombia S.A.S.; Kuala Lumpur; On-site; MYR 96,000 - 180,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. in Kuala Lumpur, Malaysia seeks a Team Leader, Banking Operations to supervise a group of call center associates. The role focuses on coaching, attendance, escalation handling and performance management to meet KPIs and service standards.

Ideal candidates hold an Associate's degree, demonstrate strong communication, multitasking, and mentorship abilities, and are willing to work a flexible schedule in a fast-paced environment.

Qualifications

• 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

Responsibilities

• Supervise day-to-day of a group of call center associates and monitor attendance
• Coach direct reports regularly to achieve KPIs and performance metrics
• Identify performance issues and implement improvement actions
• Ensure service meets contractual KPIs and financial expectations
• Communicate expectations to employees and provide timely updates
• Handle escalated customer calls as needed
• Conduct team meetings and organize team activities
• Promote Concentrix values and advocate for team members
• Manage employment status, transfers, promotions or regularization
• Assist in selecting, training, and completing performance appraisals

Education

Associate's degree in related field

Job description

Concentrix Experts Colombia S.A.S. in Kuala Lumpur, Malaysia seeks a Team Leader, Banking Operations to supervise a group of call center associates. The role focuses on coaching, attendance, escalation handling and performance management to meet KPIs and service standards.

Ideal candidates hold an Associate's degree, demonstrate strong communication, multitasking, and mentorship abilities, and are willing to work a flexible schedule in a fast-paced environment.