Social Media Support Team Lead — KPI Coach

Concentrix; Kuala Lumpur; Presencial; MYR 60.000 - 90.000; Jornada completa

Descripción de la vacante

Concentrix in Kuala Lumpur is seeking a Social Media Customer Service Team Leader to supervise a team of call center associates. You will coach staff, monitor attendance, and drive performance toward KPIs and client expectations.

Responsibilities include escalated-call handling, team meetings, and scheduling, while ensuring adherence to policies. The role requires strong communication, flexibility, and leadership under pressure.

Formación

• Two to four years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines.
• Willingness to work a flexible schedule.

Responsabilidades

• Supervise a group of call center associates and monitor attendance according to policy and law.
• Coach direct reports regularly to achieve performance metrics.
• Identify performance issues and implement corrective actions up to termination.
• Ensure service meets KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Provide SME support for escalated calls as needed.
• Conduct team meetings to share information and gather input.
• Schedule and organize team activities.
• Stay current on internal policies and processes.
• Attend manager development training and uphold Concentrix values.

Conocimientos

Coaching

Team leadership

Communication

Attendance monitoring

Performance management

Educación

Associate's degree (or related field)

Descripción del empleo

Concentrix in Kuala Lumpur is seeking a Social Media Customer Service Team Leader to supervise a team of call center associates. You will coach staff, monitor attendance, and drive performance toward KPIs and client expectations.

Responsibilities include escalated-call handling, team meetings, and scheduling, while ensuring adherence to policies. The role requires strong communication, flexibility, and leadership under pressure.