Customer Services Team Leader

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 Career Level Description.

• Manage the employment status of call center associates and participate in the transfer, promotions or regularization of call center associates, which is necessary before any such employee-movement is made

• Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies

• Exercises authority to manage the employment status of a group of employees (firing, promotion,

regularization, etc.) including identifying and addressing misconduct, policy and process violations of call center associates

• Stay current on internal work processes, management policies and procedures and ensures implementation of the same Implement management policies

• Support and manage the program together with other Team Leaders and Managers

• Providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements

• Manage team members on their performance on a regular basis, and write and deliver performance appraisal.

• The Team Leader’s role is a managerial level position, a position reposed with trust and confidence.

Location: TechValley Building, Quang Trung Software Center, Trung My Tay Ward, HCMC

Time: 5 days/week. Rotating shift. 9 hours/day (including 1.5 hours break)

Mon - Fri: 7:30 PM to 7:30 AM

Sat: 8:00 PM – 4:30 AM

Sun: OFF (fixed)

1 random day-off in Week + 1 day off fixed on Sunday

Yêu cầu công việc

- Minimum 1 year of experience in Customer Service, Customer Support, Operations, Call Center, or related fields.

- At least 1 year of experience in team leading/supervisory role with experience managing a team of more than 10 members.

- Open to candidates from all industries related to Customer Services.

- Good English communication skills, both written and verbal.

- Strong leadership and team management skills.

- Ability to manage multiple tasks, prioritize effectively, and ensure timelines are met.

- Ability to mentor, coach, and provide direction to team members.

- Good problem-solving and interpersonal skills.

- Proficient in Microsoft Office applications.

- Willingness to work flexible schedules and night shifts when required.

Quyền lợi

• Thưởng: KPI Performance
  13th Monthly Salary
• Nghỉ phép có lương: 14 Days Annual Leave