Customer Service Team Lead (Full Night Shift)

CUSTOMER SERVICE TEAM LEADER (FULL NIGHTSHIFT)Location: Quang Trung Software City, District 12, Ho Chi Minh CityWorking Time: Full night shift. 5 days/week.About the jobJob DescriptionResponsible 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 employmentEnsure 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.RequirementsAssociate's degree in related field with two to four years of relevant experience preferredHighly motivated individuals with skills to develop and coach team members to achieve performance expectationsWork well under pressure and follow through on items to completionStrong communication skills, both written and verbalAbility to lead team in multi-tasking, prioritization, and meeting timelines on deliverableAbility to mentor, coach and provide direction to a team of employeesWillingness to work a flexible scheduleGood English communication skillsBenefitsAttractive fixed salary + monthly performance bonuses13th-month salary + 100% salary during probation.14 days of annual leave.Health Insurance, Social Insurance + Aon Health Care.Career development opportunities in a professional and dynamic environment.Opportunity to work with top industry experts and talented colleagues.Transparent, trustworthy, and inspiring workplace culture.Participation in engagement and well-being activities: Company events, Happy Day,...