Operations Team Lead

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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