Call Center Team Lead: Coaching, KPIs & Escalations

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

Job summary

Concentrix in Kuala Lumpur is seeking a dedicated supervisor to oversee a group of call center associates, monitor attendance, and ensure adherence to policies and legal requirements. You will coach direct reports to meet performance metrics weekly, address issues, implement action plans up to termination, and ensure service quality against KPIs and financial targets.

You will also run team meetings and stay updated on processes.

Qualifications

• Coaching team members to improve performance.
• Clear, written and verbal communication needed.
• Ability to lead and prioritize multiple tasks.

Responsibilities

• Supervise a group of call center associates and monitor attendance and adherence to policies.
• Coach direct reports to meet weekly performance metrics.
• Identify performance issues, develop and implement improvement plans, including termination when needed.
• Ensure call center service meets KPIs and contractual expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed and provide SME guidance.
• Conduct regular team meetings and organize team activities.
• Stay updated on internal processes and policies, attend management training.
• Promote company values through actions and support to team members.

Skills

Coaching

Communication

Team leadership

Multitasking

Meeting deadlines

Education

Associate's degree

Job description

Concentrix in Kuala Lumpur is seeking a dedicated supervisor to oversee a group of call center associates, monitor attendance, and ensure adherence to policies and legal requirements. You will coach direct reports to meet performance metrics weekly, address issues, implement action plans up to termination, and ensure service quality against KPIs and financial targets.

You will also run team meetings and stay updated on processes.