Role: Team Leader
Location: KL, Malaysia
Key Responsibilities
• Responsible for the day-to-day supervision of a group of moderators 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
Desired Skills:
• Associate’s degree in related field with two to four years of relevant experience preferred
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Excellent communication skills, both written and verbal.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule
Requirements
- Proficiency in Bengali (native-level fluency).
- 12 months COMO experience
- Strong English communication skills (verbal and written) over and above any one native language listed.
- Deep understanding of regional slang, music, pop culture, and linguistic nuances in your native language.
- High level of maturity and judgment to identify and evaluate nuances vs. non-essential content for the platform.
- Flexible for 24/7 rotational shifts, including weekends and holidays.
- Willing to relocate to Vietnam and work in a fast-paced, multicultural environment.
Benefits
- One-way flight ticket to Vietnam.
- 15 days’ accommodation in a shared guest house upon arrival.
- Work permit & TRC (Temporary Residence Card) for the employee (company supports documentation for family TRC; fee to be covered by employee).
- Great international working environment with career growth opportunities.
- 14 days of leave/year.
- 13th Monthly Salary.
- Annual Health Checkup.
Work Location
QTSC Building 1 – No. 14 Street, Tan Chanh Hiep Ward, District 12, Ho Chi Minh City, Vietnam.
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