Team Leader,Operation- Malaysia

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

Experience in KYC, AML, Fraud analysis will be 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