Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents. Our 100,000+ staff deliver technology-infused, omni-channel customer

experience management, marketing optimization, digital, consulting, analytics, and back office solutions in 40+ languages from 125+ delivery centers. 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.

Roles & Responsibilities –

 Managing a team of 20 to 25 FTE

 To understand the complete process and its SLA.

 Ability to understand the CTQ parameters that affect the process and work on them.

 Ability to gauge the caliber of agents and train them accordingly

 Ensure complete participation and contribution in organization/process level initiatives

(Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency.

 Ensure that the internal/external targets are meet and the team shows continual improvement month on month.

 The role holder will be accountable for self-performances of the team he is aligned to.

 Communicate effectively with the client to resolve issues and disseminate updates on the floor.

 Client, Customer & People Management Effective performance planning for self and team and time management and skill to self-organize.

 Ability to achieve stretch targets and take decisions as well as manage complex/ difficult employee situations Handle escalations for the team

 Work as a Single point of contact for all non-ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues

 Timely closure of all processes and other requirements for self and Team.

 To lead a team & available resources in order to deliver a quality service to customers in line with agreed service standards

 Quality and Process Improvement Initiatives

 Ensure feedback for the process/Continuous Process improvement.

 Career Planning/manage team performance & expectation

 Evaluation of operational practices and procedures.

 Participate in client call, calibration calls

 Good excel and presentation Skills

 Maintain self-knowledge of product by self-productivity, audit team work on quality parameters

Generic; Behavioral Skills –

 Excellent verbal and written communication skills.

 Should be willing to work in shifts along with the team in customer business time.

 Overall should be a good team player with willingness to learn and drive to achieve.

 Practice and focused on Metrics.

 Good Excel skills and Reporting knowledge

 Should be able to drive Continuous Improvement in process.

 Compliance - 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*7 shifts.

Shift: 24/7

Salary: RM9,000 - RM13,000 (Negotiable)

Language: Korean

Native Korean