Call Center Team Lead & Coach — Drive KPIs

Concentrix; Kuala Lumpur; On-site; MYR 61,000 - 84,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance against KPIs through coaching and accountability. You will monitor attendance, provide regular feedback, develop action plans, and escalate issues as needed while ensuring service quality and customer satisfaction.

This role requires strong communication and leadership in a fast-paced environment.

Qualifications

• Associate's degree in related field with 2–4 years of relevant experience preferred.
• Strong coaching and team development capabilities.
• Excellent written and verbal communication.
• Ability to manage multiple tasks and deadlines under pressure.

Responsibilities

• Supervise a group of call center associates including work and attendance monitoring per policy and law.
• Coach direct reports regularly to ensure metrics are achieved weekly.
• Identify performance issues, create action plans, implement corrective actions up to termination if needed.
• Ensure service levels and KPIs meet contractual and financial expectations.

Skills

Coaching

Team leadership

Communication skills

Multitasking

Attendance monitoring

Education

Associate's degree

Job description

Concentrix is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance against KPIs through coaching and accountability. You will monitor attendance, provide regular feedback, develop action plans, and escalate issues as needed while ensuring service quality and customer satisfaction.

This role requires strong communication and leadership in a fast-paced environment.