Operations Team Lead - Coaching, KPIs & Growth

cnx; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Concentrix is seeking a Team Leader - M1 in Kuala Lumpur to supervise a group of call center associates, ensuring attendance and performance metrics. The role emphasizes coaching, accountability, and adherence to company policies.

You will drive KPI achievement, guide escalation handling, and lead team meetings while fostering a supportive environment and clear communication across shifts.

Qualifications

• Associate's degree required with 2–4 years of relevant experience preferred.
• Strong coaching and communication to drive team performance.
• Ability to multitask and meet tight deadlines in a fast-paced call center environment.

Responsibilities

• Supervise a group of call center associates and monitor attendance and work in line with policy.
• Coach direct reports regularly to achieve KPI targets.
• Identify performance issues, develop action plans and, if needed, take corrective actions up to termination.

Skills

Team leadership

Coaching

Communication

Multitasking

Flexible schedule

Bilingual English/Mandarin

Education

Associate's degree

Job description

Concentrix is seeking a Team Leader - M1 in Kuala Lumpur to supervise a group of call center associates, ensuring attendance and performance metrics. The role emphasizes coaching, accountability, and adherence to company policies.

You will drive KPI achievement, guide escalation handling, and lead team meetings while fostering a supportive environment and clear communication across shifts.