Team Lead

Concentrix; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Concentrix in Kuala Lumpur is seeking a dedicated supervisor to oversee a group of call center associates, monitor attendance, and ensure adherence to policies and legal requirements. You will coach direct reports to meet performance metrics weekly, address issues, implement action plans up to termination, and ensure service quality against KPIs and financial targets.

You will also run team meetings and stay updated on processes.

Qualifications

• Coaching team members to improve performance.
• Clear, written and verbal communication needed.
• Ability to lead and prioritize multiple tasks.

Responsibilities

• Supervise a group of call center associates and monitor attendance and adherence to policies.
• Coach direct reports to meet weekly performance metrics.
• Identify performance issues, develop and implement improvement plans, including termination when needed.
• Ensure call center service meets KPIs and contractual expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed and provide SME guidance.
• Conduct regular team meetings and organize team activities.
• Stay updated on internal processes and policies, attend management training.
• Promote company values through actions and support to team members.

Skills

Coaching

Communication

Team leadership

Multitasking

Meeting deadlines

Education

Associate's degree

Job description

Essential Functions/Core Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Candidate Profile

• 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