Call Center Team Leader — KPI Coach

Concentrix CVG Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Concentrix CVG Malaysia Sdn. Bhd. in Kuala Lumpur is seeking a Team Leader to supervise a group of call center associates and drive performance against KPIs. This role requires coaching, attendance monitoring, and daily team coordination to ensure service quality.

A related Associate's degree with 2–4 years of leadership experience is preferred, and candidates should be willing to work a flexible schedule to meet business needs.

Qualifications

• Coaching and developing team members to meet performance metrics.
• Strong written and verbal communication skills.
• Ability to multitask, prioritize, and meet deadlines.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise day-to-day activities of a group of call center associates.
• Coach direct reports on performance to meet weekly KPIs.
• Identify performance issues and implement improvement plans.
• Ensure service levels meet contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates.
• Handle escalated calls as needed and provide guidance.

Skills

Coaching

Team leadership

Communication

Multitasking

Mentoring

Flexibility

Education

Associate's degree in related field

Job description

Concentrix CVG Malaysia Sdn. Bhd. in Kuala Lumpur is seeking a Team Leader to supervise a group of call center associates and drive performance against KPIs. This role requires coaching, attendance monitoring, and daily team coordination to ensure service quality.

A related Associate's degree with 2–4 years of leadership experience is preferred, and candidates should be willing to work a flexible schedule to meet business needs.