Customer Service Team Leader (Call center, District 12)

CUSTOMER SERVICE TEAM LEADER
Location: Techvalley Building, Quang Trung Software City, District 12, Ho Chi Minh City
Working Time: 5 days/week, Full night shift.
Working Date: 9 hours (8hrs working + 1 hrs break)
Monday to Friday: 7:30pm - 7:30am
Language Proficiency: English
About Concentrix
Concentrix Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world's best brands including over 100 Fortune Global 500 clients and over 125 new economicclients. Every day, from more than 40 countries and across c continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through Strategy + Talent + Technology.
Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; energy and public- sector.
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About the job The Role The responsibility of the team leader is to ensure that organizational metricsand goals are met by rallying and motivating a team of up to 20 team members.
Duties and Responsibilities
Motivate and strategize how the team will meet efficiency, productivity and consistency targets.
Ability to understand the CTQ parameters that affect the process and work on them.
Perform twice a month checkpoint on the analyst's performance using scorecards as a point of discussion.
Chart a career development plan for the analysts and provide guidanceon how to achieve personal and career goals.
Elevate and escalatered 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. Creating a culture of innovation.
Facilitate team meetingsand team huddles.
Create an engagingand fun work atmosphere for the team.
First point of escalation and clarification on HR-related mattersand concerns.
Courses correct non-performing metrics and analysts through root cause analysisand solid action planning.
Perform monthly sit-downsessions 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.
Hiring Requirements
Bachelor's or Associate's graduate with 2-6 years of working experience, preferably with 1 year experience in leading team.
Ability to motivate teams and rally the group toward organizational goals.
Excellent oral and written communication skills.
Passion for learning and creative problem-solving.
Strong knowledge of cultural context in the user countries supported.
Good knowledge of language of the countries supported is an advantage.
Flexible 24/7 environment