Team leader Korean Traveloka

Concentrix Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Title : Team Leader Korean Traveloka

Location : MYS Kuala Lumpur - Sunway VISIO Tower, Level 8, Menara Sunway VISIO

Job Description

The Team Leader, Operations is responsible for the day‑to‑day supervision of a group of call center associates. The role ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability.

Responsibilities

• Supervise call center associates, including work and attendance monitoring in accordance with organizational policy and applicable legal requirements.
• Coach direct reports on performance regularly to meet weekly metrics.
• Identify performance issues, develop action plans, implement corrective actions, up to and including termination of employment.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to employees.
• Provide subject‑matter expertise in handling escalated customer calls as needed.
• Conduct team meetings to communicate 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 Concentrix values through behavior and attitude, including advocacy for team members.

Candidate Profile

Career Level Description

Receives task‑oriented assignments and supervises subordinates to set priorities and complete assignments. Coordinates and supervises daily activities of a business or technical support or production team. In charge of handling single and medium‑sized lines of business. Decisions are guided by policies, procedures, and the business plan; receives guidance and oversight from a manager. Drives direct reports to achieve metrics and business goals through coaching, mentoring, and regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues and supervises non‑exempt employees who generally perform single or closely related tasks.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

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