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. Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Your key priorities and responsibilities include:

- Responsible 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 employment

- 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 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

Candidate Profile

- Associate's degree in related field with two to four years of relevant experience preferred

- Candidate should be from a sales background.

- Highly motivated individual with skills to develop and coach team members to achieve performance expectations

- Work well under pressure and follow through on items to completion

- Strong communication skills, both written and verbal