Korean-Speaking Call Center Team Leader

Concentrix Malaysia Sdn. Bhd; Kuala Lumpur; Presencial; MYR 72 000 - 108 000; Tempo integral

Resumo da oferta

Concentrix Malaysia Sdn. Bhd in Kuala Lumpur seeks a Team Leader to supervise a group of call center associates, coach performance, and ensure KPI targets are met. The role requires leadership, strong communication, and ability to manage multiple tasks with adherence to policy and process.

The position emphasizes providing guidance, handling escalations, and promoting company values while maintaining schedule flexibility as needed.

Qualificações

• Associate's degree in related field.
• Ability to coach team members to meet performance targets.
• Strong under-pressure work style with follow-through.
• Strong written and verbal communication skills.
• Ability to lead a team in multitasking, prioritization and deadlines.
• Willingness to work a flexible schedule.

Responsabilidades

• Supervise day-to-day operations of a group of call center associates and monitor work/attendance according to policy and law.
• Provide regular coaching to direct reports to meet KPIs on a weekly basis.
• Identify performance issues, create action plans, implement corrective actions, including termination if needed.
• Ensure service levels meet contractual KPIs and financial expectations.
• Communicate expectations clearly and provide timely updates to the team.
• Provide subject-matter expertise for escalated customer calls as needed.
• Conduct team meetings to share information and gather feedback.
• Schedule and organize team activities and stay current on internal processes and policies.
• Attend required manager development training and promote Concentrix values.

Conhecimentos

Coaching skills

Communication skills

Team leadership

Multi-tasking

Flexible schedule

Formação académica

Associate degree

Descrição da oferta de emprego

Concentrix Malaysia Sdn. Bhd in Kuala Lumpur seeks a Team Leader to supervise a group of call center associates, coach performance, and ensure KPI targets are met. The role requires leadership, strong communication, and ability to manage multiple tasks with adherence to policy and process.

The position emphasizes providing guidance, handling escalations, and promoting company values while maintaining schedule flexibility as needed.