Call Center Operations Team Lead

Convergys; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations in Malaysia to supervise a group of call center associates and drive performance against defined KPIs. You will coach, motivate and hold the team accountable while ensuring adherence to organizational policies and procedures.

You will lead by example, manage attendance and workload, and provide timely feedback. The role requires strong communication, multitasking, and a flexible schedule in a dynamic contact center environment based in Kuala Lumpur.

Qualifications

• Associate's degree in related field (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 deliverables.
• Ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule.

Responsibilities

• Day-to-day supervision of a group of call center associates.
• Coach direct reports to achieve performance metrics weekly.
• Identify performance issues and implement corrective actions up to termination.
• Ensure service meets KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Provide subject matter expertise in handling escalated calls as needed.
• Conduct team meetings for effective communication and feedback.
• Schedule and organize team activities.
• Stay current on internal processes and policies.
• Attend required management development trainings.
• Promote company values through behavior and advocacy for team members.

Skills

Coaching & development

Team leadership

Communication skills

Multitasking

Flexibility

Education

Associate's degree in related field

Job description

Concentrix is seeking a Team Leader, Operations in Malaysia to supervise a group of call center associates and drive performance against defined KPIs. You will coach, motivate and hold the team accountable while ensuring adherence to organizational policies and procedures.

You will lead by example, manage attendance and workload, and provide timely feedback. The role requires strong communication, multitasking, and a flexible schedule in a dynamic contact center environment based in Kuala Lumpur.