Team Lead, Operations (premier)

Concentrix

Kuala Lumpur, 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 position requires providing subject matter expertise for escalated 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 call center associates
  • performance metrics achievement
  • coaching and motivation
  • handling escalated customer calls
  • conduct team meetings
  • promote Concentrix values

Nice-to-have

  • develop and coach team members
  • work well under pressure
  • multi-tasking and prioritization
  • mentor and provide direction
  • flexible schedule willingness

Key Requirements

  • Associate's degree in related field
  • two to four years of relevant experience
  • Ability to lead team
  • Supervises subordinates to set priorities

Work Rights

Not specified

Tailored Resume

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