Content Moderation Team Leader (Malaysian) - Leading Industry Pay

About Concentrix:

Concentrix is a leading CX Solution Company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents. Our 2,25,000 + staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics, and back office solutions in 70+ languages from 125+ delivery centres. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients. Visit www.concentrix.com to learn more.

Visit www.concentrix.com to learn more.

Role: Team Leader

Location: Malaysia – KL

Roles & Responsibilities –

Managing a team of 20 to 25 FTE'

Client/Customer/People Management

Drive Performance in the team to meet targets

Manage the daily team activities and ensure the daily operations run smoothly.

Drive Team adherence and manage monthly scheduling.

Handling Escalations

Manage key business metrics like SLA's and CSAT

Run reports & conduct a thorough analysis of SLA misses.

Drive Continuous Improvement in the team along with metrics improvement

Generate dashboard and scorecards for the Team for review.

Performance management and appraisals for the entire Team.

Weekly Reviews to the Management on key deliverables.

One-One with the team and scheduled Monthly Team meetings.

Feedback and Coaching

Knowledge management for the team and quality control

Apply performance management strategies - action plans, BQ planning

Responsible for people/employee career development

Generic & Behavioral Skills –

• verbal and written communication skills.
• be willing to work in shifts along with the team in customer business time.
• should be a good team player with willingness to learn and drive to achieve.
• and focused on Metrics.
• Excel skills and Reporting knowledge
• be able to drive Continuous Improvement in process.
• - 100% IT-Sec and on time and accurate ILC clocking in last 6 months
• Awareness on SLA/SLO Metrics and should be flexible for 24