Concentrix Service Vietnam ★ 3.4

- Time working: 5days /week, rotating shift

- The Role

The responsibility of the team leader is to ensure that organizational metrics and goals are met by rallying and motivating a team of up to 20 team members.

* Duties and Responsibilities

- Motivate and strategize how the team will meet efficiency, productivity and consistency targets.

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

- Perform twice a month checkpoint on the analyst's performance using scorecards as a point of discussion.

- Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals.

- Elevate and escalate red flags to management on a duty of care perspective.

- Ensure that team schedules are communicated; leave requests are attended to and team attendance is monitored. Chronic absentees should be managed.

- Guarantee that base operational expectations and information security policies are enforced.

- Identify improvement opportunities in workflows and suggest solutions.

- Facilitate team meetings and team huddles.

- Create an engaging and fun work atmosphere for the team.

- First point of escalation and clarification on HR-related matters and concerns.

- Courses correct non-performing metrics and analysts through root cause analysis and solid action planning.

- Ensure that SMEs are performing their duties and responsibilities.