Team Lead

Concentrix Federal Territory of Kuala Lumpur, Malaysia

About Concentrix : Concentrix, Corporation (Nasdaq : CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through Strategy + Talent + Technology. Concentrix provides services to clients in our key industry verticals : technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; energy and public-sector. Visit to learn more.

Location : KL, Malaysia

Key Responsibilities

• Responsible for the day-to-day supervision of a group of moderators, including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
• Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Conduct team meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
• Stay current on internal work processes, policies and procedures. Attend required manager development training.
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members.

Desired Skills

Seniority level

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