Team Leader Korean Traveloka

Concentrix

Kuala Lumpur, Malaysia
Day-to-day supervision of associates
Performance metric achievement
Handling escalated customer calls
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, and ensuring service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations.
  • The position requires subject matter expertise in handling escalated customer calls, conducting team meetings, and staying current on internal work processes and policies.

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 associates
  • Performance metric achievement
  • Handling escalated customer calls
  • Conducting team meetings
  • Promote Concentrix values

Nice-to-have

  • Develop and coach team members
  • Work well under pressure
  • Flexible schedule willingness
  • Advocate for team members

Key Requirements

  • Associate's degree in related field
  • Two to four years relevant experience
  • Ability to lead team in multi-tasking
  • Ability to mentor, coach, and provide direction

Work Rights

Not specified

Tailored Resume

Cover Letter