Team Lead

Concentirx is Hiring For Malaysia (We are okay with other nationality , i.e. Hiring Expats too if you have required experience and language proficiency)

Role: Team Leader - Customer Service

**Language Proficiency: As we are hiring for different Projects we require - English (C1 level) Mandatory along with either of the proficiency - Mandarin or Cantonese

Preferred Industry - Customer Service TL - English & Mandarin+ Cantonese OR Telecommunications TL Customer Service - English & Malay + Mandarin (if native)

Location: CNX OFFICE , Malaysia

About Role:

The responsibility of the team lead is to ensure that organizational metrics and goals are met by rallying and motivating a team of up to 20 team members

Responsibilities:

Motivate and strategize how the team will meet efficiency, productivity and consistency targets. Ability to understand the critical-to-quality (CTQ) parameters that affect the process and work on them.

Perform twice a month check-point on the analyst's performance using scorecards as a point of discussion

· Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals

· Elevate and escalate red flags to management on a duty of care perspective

· Ensure that team schedules are communicated; leave requests are attended to and team attendance is monitored. Chronic absentees should be managed.

· Guarantee that base operational expectations and information security policies are enforced · Identify improvement opportunities in workflows and suggest solutions. Create a culture of innovation

· Facilitate team meetings and team huddles

· Create an engaging and fun work atmosphere for the team

· First point of escalation and clarification on HR-related matters and concerns

· Course correct non-performing metrics and analysts through root cause analysis and solid action planning

· Perform monthly sit down sessions to gather insights and innovation ideas

· Execute administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed)

· Ensure that SMEs are performing their duties and responsibilities

Required skills ·

Accurate and efficient with very good organizational skills and ability to manage tasks simultaneously.

· Adaptable to learn new processes, concepts, and skills.

· Demonstrates the ability to work as part of a team adding positive attitude and business focus

· Ability to work in a fast-paced work environment

· Enjoying challenging opportunities

· Ability to communicate in a dynamic environment throughout all management levels

· Ability to solve urgent matters and work under pressure

· Reliable, proactive approach to entrusted tasks

Working Conditions

· Moderate to no travel depending on project involvement

· Client holidays are observed

· Cyclical work shift including work hours at night

· Overtime may be require