Team Leader, Operations

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.

Role and Key Responsibilities:

●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.

Key skills & knowledge:

●Relevant Experience in Content Moderation Associate's degree in related field with two to four years of relevant experience preferred.

●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.

●Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.

●Ability to mentor, coach and provide direction to a team of employees.