Anz Team Leader

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, and implementing corrective actions, up to and including termination.
  • The position requires ensuring service delivered to customers meets contractual Key Performance Indicators (KPIs) and financial expectations, while also providing subject matter expertise for escalated calls.

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
  • implement management policies

Nice-to-have

  • advocate for team members
  • flexible schedule willingness
  • develop and coach team members

Key Requirements

  • Associate's degree in related field
  • two to four years of relevant experience
  • work under pressure
  • lead team in multi-tasking
  • mentor, coach and provide direction

Work Rights

Not specified

Tailored Resume

Cover Letter