Job Title:

Job Description

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
• 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

Candidate requirements

• Bachelor's Degree in any discipline.
• Native level fluency in Mandarin Language
• Proficiency in English (minimum B1/B2 level) with strong verbal and written communication skills.
• Must be a local Malaysian or willing to relocate to Malaysia.
• Prior experience in team leadership, operations, customer service, content moderation, or BPO/shared services environment is preferred.

Location:

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