Banking Ops Team Leader — Coaching & Flexible Schedule

CNX; Kuala Lumpur; Vor Ort; MYR 56.000 - 89.000; Vollzeit

Zusammenfassung

CNX in Kuala Lumpur, Malaysia is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance against KPIs. The role emphasizes coaching, attendance monitoring, and ensuring adherence to policies.

You will coach, mentor and develop team members, manage escalations, and lead regular team meetings. A related associate degree with relevant experience is preferred, with flexible scheduling and strong communication skills.

Qualifikationen

• 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

Aufgaben

• 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

Ausbildung

Associate's degree in related field

Tools

Coaching

Team leadership

Performance management

Communication

Jobbeschreibung

CNX in Kuala Lumpur, Malaysia is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance against KPIs. The role emphasizes coaching, attendance monitoring, and ensuring adherence to policies.

You will coach, mentor and develop team members, manage escalations, and lead regular team meetings. A related associate degree with relevant experience is preferred, with flexible scheduling and strong communication skills.