Team Leader ( Banking)

Concentrix; Kuala Lumpur; On-site; MYR 61,000 - 84,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance against KPIs through coaching and accountability. You will monitor attendance, provide regular feedback, develop action plans, and escalate issues as needed while ensuring service quality and customer satisfaction.

This role requires strong communication and leadership in a fast-paced environment.

Qualifications

• Associate's degree in related field with 2–4 years of relevant experience preferred.
• Strong coaching and team development capabilities.
• Excellent written and verbal communication.
• Ability to manage multiple tasks and deadlines under pressure.

Responsibilities

• Supervise a group of call center associates including work and attendance monitoring per policy and law.
• Coach direct reports regularly to ensure metrics are achieved weekly.
• Identify performance issues, create action plans, implement corrective actions up to termination if needed.
• Ensure service levels and KPIs meet contractual and financial expectations.

Skills

Coaching

Team leadership

Communication skills

Multitasking

Attendance monitoring

Education

Associate's degree

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 adequate coaching, motivation and accountability.

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
• Saving/Checking Accounts and Credit Card
• 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
• Willingness to work a flexible schedule

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.