Japanese Team Lead JLPT N1

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

Job summary

A leading customer engagement company in Sepang, Malaysia seeks a Team Leader, Operations. In this pivotal role, you will oversee daily activities of call center associates, ensuring their coaching and performance metrics are consistently met. A minimum of an Associate's degree and experience in leading teams are required. Proficiency in Japanese (JLPT-N1) is essential. Join us to promote our values and drive your team's success through effective leadership and communication.

Qualifications

• 2-4 years of relevant experience preferred.
• Ability to lead, mentor, and coach a team.
• Strong verbal and written communication skills in Japanese (JLPT-N1).

Responsibilities

• Supervise day-to-day activities of call center associates.
• Coach direct reports regularly to meet performance metrics.
• Develop action plans for performance improvement.

Skills

Coaching

Performance management

Strong communication

Team leadership

Education

Associate's degree in related field

Job description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

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

Candidate Profile

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

Work well under pressure and follow through on items to completion

Strong communication skills, both written and verbal in Japanese Language (JLPT-N1)

Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable

Ability to mentor, coach and provide direction to a team of employees