Team Leader, Operations

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

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 to ensure performance metrics are achieved
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• 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
• Stay current on internal work processes, policies and procedures
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members