Team Leader

Concentrix Trust & Safety; Cyberjaya; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic Team Leader to oversee call center operations. This role involves supervising a team, ensuring performance metrics are met, and coaching team members for success. The ideal candidate will possess strong leadership and communication skills, with a focus on motivating and developing associates. Join a forward-thinking company that values teamwork and excellence in customer service, and make a significant impact in a supportive environment. If you thrive under pressure and are passionate about leading teams, this opportunity is perfect for you.

Qualifications

• 2-4 years of relevant experience in a supervisory role.
• Strong coaching and development skills are essential.

Responsibilities

• Supervise daily activities of call center associates.
• Coach team members to meet performance metrics.
• Handle escalated customer calls as needed.

Skills

Coaching Skills

Leadership Skills

Communication Skills

Multitasking

Problem-Solving

Education

Associates Degree in a Related Field

Job description

Job Title: Team Leader

Job Description

The Team Leader, Operations, is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing coaching, motivation, and accountability.

Essential Functions/Core Responsibilities

1. Supervise daily activities of call center associates, including work and attendance monitoring in accordance with organizational policies and legal requirements.
2. Coach team members regularly to meet performance metrics, at least weekly.
3. Identify performance issues, develop action plans, implement corrective measures, including termination if necessary.
4. Ensure customer service meets contractual KPIs and financial expectations.
5. Communicate expectations and updates to employees.
6. Handle escalated customer calls as needed.
7. Conduct team meetings for communication and input.
8. Stay current on internal policies and procedures; attend management training.
9. Promote company values through behavior and attitude.

Candidate Profile

• Associates degree in a related field preferred, with 2-4 years of relevant experience.
• Motivated with coaching and development skills.
• Ability to work under pressure and follow through.
• Strong written and verbal communication skills.
• Leadership skills in multitasking, prioritization, and meeting deadlines.
• Mentoring and coaching abilities.
• Willingness to work flexible hours.

Career Level Description

Receives assignments in task-oriented terms, supervises subordinates, and sets priorities. Manages daily activities of support or production teams, typically handling a single or related tasks. Guides team to meet metrics and goals through coaching and feedback. Handles escalated issues and manages employment status, including transfers, promotions, and terminations. Exercises judgment in implementing policies and procedures.

Additional Responsibilities

• Manage employment status and participate in employee transfers, promotions, or regularizations.
• Exercise authority over employment decisions, including misconduct and policy violations.
• Implement management policies and support program management with other leaders.
• Contribute to team member selection, training, development, and performance appraisal.

The statements above describe the general nature of the work. Concentrix is an equal opportunity employer. Location: MYS Cyberjaya. Language requirements: Full-time. Application deadline: 31 March 2025.