Japanese Team Leader

Convergys; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Concentrix in Kuala Lumpur is seeking a Japanese Team Leader to supervise a group of call centre associates, coach performance, and ensure service levels meet KPIs and financial targets. You will monitor attendance, conduct regular coaching, implement corrective actions, and lead team meetings while upholding Concentrix values and policies.

Requirements include a Bachelor's degree, English proficiency at B1/B2, and being a local Malaysian or willing to relocate; prior leadership, operations or

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 centre associates day-to-day and monitor attendance.
• Coach direct reports to achieve weekly performance metrics.
• Identify issues, create action plans, and implement corrective actions.
• Ensure KPIs and financial targets are met for customer service.
• Lead team meetings and organize team activities.
• Stay updated on internal processes and policies.

Skills

Team leadership

Coaching

Customer service

English proficiency

Education

Bachelor's Degree

Job description

Japanese Team Leader

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 centre associates including work and attendance monitoring in accordance with organisation 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 organise team activities
• Stay current on internal work processes, policies and procedures.
• Attend required manager development training
• Promote the Concentrix values through both behaviour 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.