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Native Japanese Team Lead (Relocate to Malaysia)

Native Japanese Team Lead (Relocate to Malaysia)

ConcentrixKuala Lumpur, Kuala Lumpur, Malaysia
29 days ago
Job description

Native Japanese Team Lead (Relocate to Malaysia)

Concentrix WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Summary

Native Japanese Team Lead position based in Kuala Lumpur, Malaysia. This role focuses on leading a team, driving performance to meet targets, and ensuring smooth daily operations with a focus on customer service metrics and continuous improvement.

Responsibilities

  • Drive performance in the team to meet targets
  • Manage daily team activities and ensure daily operations run smoothly
  • Drive team adherence and manage monthly scheduling
  • Handle escalations
  • Manage key business metrics like SLAs and CSAT
  • Run reports and conduct thorough analysis of SLA misses
  • Drive continuous improvement in the team along with metrics improvement
  • Generate dashboards and scorecards for the team for review
  • Performance management and appraisals for the entire team
  • Weekly reviews to management on key deliverables
  • One-on-one with the team and scheduled monthly team meetings
  • Provide feedback and coaching
  • Knowledge management for the team and quality control
  • Apply performance management strategies – action plans, bias-free planning
  • Responsible for people / employee career development

Generic & Behavioral Skills

  • Excellent verbal and written communication skills
  • Willing to work in shifts along with the team in customer business time
  • Good team player with willingness to learn and drive to achieve
  • Focused on metrics
  • Good Excel skills and reporting knowledge
  • Ability to drive continuous improvement in processes
  • Compliance – 100% IT-Sec and on-time and accurate ILC clocking in last 6 months
  • Aware of SLA / SLO metrics and flexible for 24 / 7 shifts

    • Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Customer Service and Sales

    • Industries

  • IT Services and IT Consulting

    • #J-18808-Ljbffr

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    Team Japanese Native • Kuala Lumpur, Kuala Lumpur, Malaysia