Japanese Team Leader

Concentrix CVG Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

Concentrix CVG Malaysia Sdn. Bhd. in Kuala Lumpur is seeking a Japanese Team Leader to supervise a call center group and drive performance metrics. You will coach, monitor attendance, and support employees to meet service levels and KPIs.

The role requires a Bachelor's degree and strong English communication skills, with localMalaysia residency or willingness to relocate. Prior leadership or BPO experience is preferred for this full-time position.

Qualifications

• 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.

Responsibilities

• Supervise a group of call center associates, including work and attendance monitoring in line with policy and legal requirements.
• Coach direct reports regularly to meet weekly performance metrics.
• Identify performance issues, develop action plans, 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 for open communication and input from members.
• Schedule and organize team activities and stay updated on internal processes.

Job description

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.

Location: MYS Kuala Lumpur Sentral - NU Tower 2 - Level 9 &10

Language Requirements: Time Type: Full time

Mission

Hi, we’re Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well‑known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human‑centered, tech‑powered, intelligence‑fuelled. Every day we’re busy helping over 2000 of the world’s best brands solve their toughest business challenges. Whether it’s…… designing game‑changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end‑to‑end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand‑defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Experience the power of Concentrix

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.