Banking Operations Team Leader - Call Center

Concentrix; Kuala Kubu Bharu; Presencial; MYR 60.000 - 90.000; Tempo integral

Resumo da vaga

Concentrix in Malaysia is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance against KPIs through coaching and accountable leadership.

You will monitor attendance, provide timely feedback, manage escalated calls, and ensure service levels while aligning with company policies and values. Strong communication and mentoring skills are essential to develop team capability and ensure consistency across shifts.

Qualificações

• Associate's degree in related field; 2–4 years of relevant experience preferred.
• Motivated to develop and coach team members to achieve performance targets.
• Capable of working under pressure and following through to completion.
• Strong written and verbal communication skills.
• Ability to lead a team in multi-tasking and meeting timelines.

Responsabilidades

• Supervise day-to-day operations of a group of call center associates.
• Coach direct reports on performance regularly to meet KPIs.
• Identify performance issues, plan improvements, and implement corrective actions.
• Ensure service levels and KPIs meet contractual and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise for escalated customer calls as needed.
• Conduct team meetings and promote open communication and collaboration.
• Stay updated on internal processes, policies, and required training.
• Promote Concentrix values through behavior and advocacy for the team.

Conhecimentos

Coaching

Leadership

Communication

Multi-tasking

Performance coaching

Formação

Associate's degree

Descrição da vaga

Concentrix in Malaysia is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance against KPIs through coaching and accountable leadership.

You will monitor attendance, provide timely feedback, manage escalated calls, and ensure service levels while aligning with company policies and values. Strong communication and mentoring skills are essential to develop team capability and ensure consistency across shifts.