Customer Services Team Leader

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 Profile

• Having experience in Call Center is a must

• Highly motivated individual with skills to develop and coach team members to achieve performance expectations

• Willingness to work a flexible schedule (Day/Night shift)

• Good at English 4 skills (passive + active)

Location: Tòa nhà One Hub SaiGon , Lô C1-2, đường D1, Khu Công nghệ cao Tp. Hồ Chí Minh, phường Tân Phú, Tp. Thủ Đức, Tp. Hồ Chí Minh