Team Leader

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates, ensuring performance metrics are achieved through coaching, motivation, and accountability. This includes monitoring work and attendance, coaching direct reports, and communicating expectations to employees.

Requirements

• Responsible for the day-to-day supervision of a group of call center associates
• Effectively coach direct reports on their performance on a regular basis
• Identify performance related issues and develop an action plan for improvement
• 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
• Stay current on internal work processes, policies and procedures
• Promote the Concentrix values through both behavior and attitude
• Manage the employment status of call center associates
• Exercise independent judgment and discretion in the performance of the said main function
• Exercises authority to manage the employment status of a group of employees
• Manage team members on their performance on a regular basis

Benefits

• Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship