Operations Team Lead

Concentrix (Indonesia) (Surakarta, Central Java, Indonesia)

Central Java, Indonesia

We create game-changing customer journeys that help brands grow, across the world and into the future. We understand customers better than anyone else can. Within billions of data-points, our engineers find and harness the insight to craft experiences that touch hearts and move markets. We believe in creating experiences that go beyond Wow; combining human talent with artificial intelligence to design, build and run truly integrated customer journeys, at scale, across the entire enterprise. Whether you’re a small company with big ideas or a leading global brand, we’re not just your next-door neighbor, we’re everyone’s, everywhere. It doesn’t matter if your customer journey spans channels, technology, or even oceans – we’ve got you covered. We’re behind the scenes of the brands you rely on every day. So chances are, we’ve already met!

About this position

Team Leader Operations is responsible for supervising a group of Contact Center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability.

Responsibilities

• Effectively coach direct reports on their performance regularly to ensure performance metrics are achieved at a minimum weekly
• Identify performance-related issues, develop an action plan for improvement, and implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’) and financial expectations
• Manage key business metrics like SLAs and CSAT, Handling Escalations
• Run reports & conduct a thorough analysis of SLA misses
• 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

Requirements

• Minimum Bachelor's Degree in any field
• At least 1 year of experience managing a team of agents for Content Moderation.
• Should be willing to work with shifting along with the team in customer business time.
• Excellent oral and written communication skills.
• Ability to lead the team in multi-tasking, prioritization, and meeting timelines on deliverable
• Overall, a good team player should be willing to learn and drive to achieve.
• Practice and focus on Metrics.
• Good Excel skills and Reporting knowledge
• Should be able to drive Continuous Improvement in the process.
• Demonstrated Fluency in English and local Language
• Willing to be placed in Solo.