Social Media Customer Service Team Lead – KPI Coach

Concentrix Experts Colombia S.A.S.; Kuala Lumpur; Presencial; MYR 60 000 - 90 000; Tempo integral

Resumo da oferta

Concentrix Experts Colombia S.A.S. in Kuala Lumpur is seeking a Social Media Customer Service Team Leader to supervise a group of call center associates and drive performance. You will coach, monitor attendance, and ensure metrics are met while managing escalations and maintaining service standards.

The role emphasizes leadership, coaching, and cross-functional collaboration to deliver quality customer experiences in a fast-paced environment.

Qualificações

• 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.
• Strong communication skills, both written and verbal.

Responsabilidades

• Supervise day-to-day activities of a group of call center associates and monitor attendance.
• Coach direct reports on performance to meet established metrics on a weekly basis.
• Identify performance issues, develop improvement plans, and apply corrective actions when needed.
• Ensure service levels and KPIs meet contractual and financial expectations.
• Lead team meetings and communicate updates; participate in escalated customer calls as needed.

Conhecimentos

Leadership

Coaching

Communication

Teamwork

Formação académica

Associate's degree in related field

Descrição da oferta de emprego

Concentrix Experts Colombia S.A.S. in Kuala Lumpur is seeking a Social Media Customer Service Team Leader to supervise a group of call center associates and drive performance. You will coach, monitor attendance, and ensure metrics are met while managing escalations and maintaining service standards.

The role emphasizes leadership, coaching, and cross-functional collaboration to deliver quality customer experiences in a fast-paced environment.