Call Center Operations Team Lead

Concentrix; Malaysia; On-site; MYR 60,000 - 90,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations for Malaysia to supervise a group of call center associates and drive performance. You will coach, monitor attendance, and ensure delivery of results against KPIs and contractual targets. The role requires strong communication, leadership, and timely escalations.

Ideal candidates hold an Associate's degree with 2–4 years of relevant experience, and are able to mentor teams, manage pressure, and meet deadlines with flexibility in scheduling.

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.
• Strong communication skills, both written and verbal.

Responsibilities

• Supervise a group of call center associates on day-to-day tasks and attendance in line with policies and legal requirements.
• Coach direct reports regularly to meet performance metrics at least weekly.
• Identify performance issues, create improvement plans, and take corrective actions up to termination if needed.
• Ensure service levels meet KPIs and financial targets as contracted.
• Communicate expectations clearly and provide timely updates to the team.
• Handle escalated customer calls as needed and provide subject-matter expertise.

Skills

Coaching

Team leadership

Performance monitoring

Communication

Multitasking

Education

Associate's degree in related field

Job description

Concentrix is seeking a Team Leader, Operations for Malaysia to supervise a group of call center associates and drive performance. You will coach, monitor attendance, and ensure delivery of results against KPIs and contractual targets. The role requires strong communication, leadership, and timely escalations.

Ideal candidates hold an Associate's degree with 2–4 years of relevant experience, and are able to mentor teams, manage pressure, and meet deadlines with flexibility in scheduling.