Team Leader, Operations (Japanese)

Concentrix; Cyberjaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading company in Cyberjaya is seeking a Team Leader for Operations to supervise call center associates. The role involves coaching, performance management, and ensuring customer service excellence. Candidates should have strong communication skills and relevant experience.

Qualifications

• 2-4 years of relevant experience required.
• Ability to mentor and guide team members.

Responsibilities

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

Skills

Coaching

Communication

Multitasking

Motivation

Education

Associate's degree

Job description

Job Title:

Team Leader, Operations (Japanese)

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

• Supervise daily activities of call center associates, including work and attendance monitoring in accordance with organizational policies and legal requirements.
• Coach team members regularly to meet performance metrics, at least weekly.
• Identify performance issues, develop improvement plans, and implement corrective actions, including termination if necessary.
• Ensure customer service meets contractual KPIs and financial expectations.
• Communicate expectations clearly and provide timely updates to team members.
• Handle escalated customer calls as needed, providing subject matter expertise.
• Conduct team meetings for communication and feedback, and organize team activities.
• Stay updated on internal policies and procedures; attend management training.
• Promote company values through behavior and attitude, advocating for team members.

Candidate Profile

• Associate's degree in a related field preferred, with 2-4 years of relevant experience.
• Motivated individual skilled in coaching and developing team members.
• Capable of working under pressure and completing tasks.
• Strong written and verbal communication skills.
• Proficient in multitasking, prioritization, and meeting deadlines.
• Ability to mentor and guide team members.
• Willing to work flexible hours.

Career Level Description

Supervises team members, sets priorities, and manages daily operations. Responsible for achieving performance metrics through coaching and feedback, handling escalated issues, and making decisions guided by policies and business plans. Usually spends less than 20% of time performing supervised tasks and manages non-exempt employees.

<< Philippines ONLY, Additional Description >>

• Manage employment status and participate in transfers, promotions, and regularizations.
• Exercise independent judgment in implementing management policies.
• Manage employment decisions, address misconduct, and ensure policy compliance.
• Stay current on internal processes and policies, supporting their implementation.
• Support and collaborate with other team leaders and managers.
• Contribute to hiring, training, and performance appraisals.
• Regularly assess team performance and conduct appraisals.
• This managerial role is entrusted with significant responsibilities and trust.

Disclaimer

The above statements describe the general nature of the work. They are not exhaustive of all responsibilities, duties, and skills required.

Concentrix is an equal opportunity employer, evaluating applicants without regard to race, color, religion, gender, or other protected characteristics.

Location:

MYS Cyberjaya - 3rd Floor, Prima 8, Block 3508, Jalan Teknokrat 6

Language Requirements:

Time Type:

Full time

2025-04-30

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