Customer Service Team Leader

Time: 5days/week. Rotating shift - (xoay ca theo tháng) (having nightshift)| 9 hours/day (including 1.5h break). Random 2 days off  
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 

• Having experience in leading team (>10 members) - OPEN FOR ALL INDUSTRY related to Customer Services

• Strong 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