Customer Service Team Lead

Concentrix; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

Une entreprise leader dans la fourniture de solutions d'expérience client recherche un Team Leader pour superviser une équipe d'associés du centre d'appels. Le candidat idéal aura pour mission de garantir la satisfaction client à travers une supervision efficace, de coacher l'équipe et d'atteindre les indicateurs de performance clés. C'est une opportunité de jouer un rôle clé dans une organisation dynamique au sein d'une industrie en pleine croissance.

Qualifications

• Expérience en supervision d'équipes dans un environnement de centre d'appels.
• Capacité à développer et mettre en œuvre des plans d'action.
• Compétences solides en communication et en gestion de conflits.

Responsibilities

• Superviser quotidiennement une équipe d'associés du centre d'appels.
• Coacher les employés sur leurs performances et assurer l'atteinte des objectifs.
• Gérer les problèmes de performance et mettre en œuvre des actions correctives.

Skills

Leadership

Communication

Coaching

Problem-solving

Job description

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Essential Functions/Core Responsibilities

Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly

Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations

Communicate expectations to employees and provide timely updates

Provide subject matter expertise in handling escalated customer calls as needed

Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities

Stay current on internal work processes, policies and procedures. Attend required manager development training

Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Unlock job insights

Salary match Number of applicants Skills match

Your application will include the following questions:

What's your expected monthly basic salary? Which of the following types of qualifications do you have? Have you worked in a call centre before? Which of the following languages are you fluent in?

Information & Communication Technology More than 10,000 employees

About Concentrix

Concentrix Corporation (Nasdaq: CNXC), is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 115 global disruptor clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and help differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector. For more information visit www.concentrix.com to learn more

About Concentrix

Concentrix Corporation (Nasdaq: CNXC), is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 115 global disruptor clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and help differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector. For more information visit www.concentrix.com to learn more

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