Operations Team Lead
ConcentrixKuala Lumpur, Kuala Lumpur, Malaysia1 day ago
Job descriptionAssociate's degree in a related field with two to four years of relevant experience preferred. Highly motivated individual with skills to develop and coach team members to achieve performance expectations. Works well under pressure and follows through on items to completion. Strong communication skills, both written and verbal. Ability to lead a team in multi‑tasking, prioritization, and meeting timelines on deliverables. Ability to mentor, coach, and provide direction to a team of employees. Willingness to work a flexible schedule.
Operations Team Lead
Concentrix WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Essential Functions / Core Responsibilities
- Responsible for the day‑to‑day supervision of a group of call center associates, 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, and provide subject matter expertise in handling escalated customer calls as needed.
- Conduct team meetings to ensure expedient communication of relevant information and serve 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.
Profile & Experience
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Customer Service, Management, and Art / Creative
Industries
Outsourcing and Offshoring Consulting and Technology, Information and Media
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Team Lead • Kuala Lumpur, Kuala Lumpur, Malaysia