Operations Team Lead - Call Center Coaching & KPI

Concentrix; Cyberjaya; On-site; MYR 67,000 - 100,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance by coaching, monitoring attendance, and ensuring KPIs are met.

This role requires strong communication, leadership, and the ability to mentor staff; it demands flexibility and adherence to policies, with focus on delivering excellent customer service and meeting contractual targets.

Qualifications

• Associate's degree in related field preferred.
• Strong communication skills, both written and verbal.
• Motivated and able to coach teams to achieve performance.
• Flexible schedule availability.

Responsibilities

• Oversee day-to-day supervision of call center associates including attendance monitoring.
• Coach direct reports regularly to ensure KPIs are met.
• Identify performance issues and implement corrective actions up to termination.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates.

Skills

Leadership

Coaching

Communication

Team management

Education

Associate's degree

Job description

Concentrix is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance by coaching, monitoring attendance, and ensuring KPIs are met.

This role requires strong communication, leadership, and the ability to mentor staff; it demands flexibility and adherence to policies, with focus on delivering excellent customer service and meeting contractual targets.