Team Leader, Operations

Concentrix

Cyberjaya, Malaysia
Day-to-day supervision of call center associates
Performance metrics achievement
Coaching and motivation
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates, ensuring performance metrics are achieved through coaching, motivation, and accountability

Job Summary

  • The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates, ensuring performance metrics are achieved through coaching, motivation, and accountability.
  • This role involves identifying performance issues, developing action plans, implementing corrective actions, and ensuring service delivered to customers meets contractual Key Performance Indicators (KPIs).
  • The Team Leader will conduct team meetings, stay current on internal processes, and promote Concentrix values through behavior and attitude.

Matching Summary

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

Skills & Requirements

Must-have

  • day-to-day supervision of call center associates
  • performance metrics achievement
  • coaching and motivation
  • handling escalated customer calls
  • conduct team meetings

Nice-to-have

  • advocate for team members
  • work well under pressure
  • flexible schedule
  • develop and coach team members

Key Requirements

  • Associate's degree in related field
  • two to four years of relevant experience
  • Ability to lead team in multi-tasking
  • Supervises non-exempt employees

Work Rights

Not specified

Tailored Resume

Cover Letter