Japanese Team Leader

Concentrix; Kuala Kubu Bharu; Vor Ort; MYR 67.000 - 89.000; Vollzeit

Zusammenfassung

Concentrix is seeking a Japanese Team Leader to supervise a group of call center associates and drive performance through coaching and accountability.

The role requires a Bachelor's degree, solid English communication skills, and willingness to relocate to Malaysia. Prior leadership or BPO experience is preferred to support excellence in customer service and operations.

Qualifikationen

• Bachelor's degree in any discipline required.
• Proficiency in English (B1/B2) with strong verbal and written communication.
• Must be a local Malaysian or willing to relocate to Malaysia.
• Prior experience in team leadership, operations, customer service, content moderation, or BPO/shared services preferred.

Aufgaben

• Supervise day-to-day operations of a group of call center associates.
• Monitor attendance and work in accordance with policy and legal requirements.
• Coach direct reports regularly to meet weekly performance metrics.
• Identify performance issues and implement corrective actions up to termination.
• Ensure service levels meet KPIs and financial expectations.
• Communicate expectations and provide timely updates to staff.
• Handle escalated customer calls as needed with SME guidance.
• Conduct team meetings and organize activities to share information.
• Stay current with internal processes and required manager development training.

Kenntnisse

Team leadership

English proficiency

Communication skills

Ausbildung

Bachelor's Degree in any discipline

Jobbeschreibung

Job Title

Japanese Team Leader

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 Requirements

• Bachelor's Degree in any discipline.
• Proficiency in English (minimum B1/B2 level) with strong verbal and written communication skills.
• Must be a local Malaysian or willing to relocate to Malaysia.
• Prior experience in team leadership, operations, customer service, content moderation, or BPO/shared services environment is preferred.