Lead, Call Center Operations – Thailand Market

Concentrix; Kuala Lumpur; On-site; MYR 89,000 - 134,000; Full time

Job summary

Concentrix CVG Malaysia Sdn. Bhd. is seeking a Team Leader for the Thailand Market to supervise a group of call center associates in Kuala Lumpur, ensuring performance against KPIs while coaching and motivating the team.

The role emphasizes attendance monitoring, escalation handling, and scheduling team activities, with a focus on delivering high-quality customer service in a fast-paced environment.

Qualifications

• 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.
• 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.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise day-to-day work of a group of call center associates and monitor attendance in line with policy.
• Coach direct reports regularly to achieve minimum weekly performance metrics.
• Identify performance issues, design action plans, implement corrective actions up to termination if needed.
• Ensure service levels and KPIs meet contractual and financial targets.
• Communicate expectations and provide timely updates to staff.
• Handle escalated customer calls as needed and provide subject matter expertise.
• Conduct team meetings and organize team activities for effective information flow.
• Stay current on internal processes and attend required manager development training.
• Promote company values and advocate for team members.

Skills

Leadership

Coaching

Performance management

Communication

Team supervision

Multi-tasking

Prioritization

Flexibility

Education

Associate's degree

Tools

CRM software

Job description

Concentrix CVG Malaysia Sdn. Bhd. is seeking a Team Leader for the Thailand Market to supervise a group of call center associates in Kuala Lumpur, ensuring performance against KPIs while coaching and motivating the team.

The role emphasizes attendance monitoring, escalation handling, and scheduling team activities, with a focus on delivering high-quality customer service in a fast-paced environment.