Team Leader, Operations

About the Role

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.

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 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 for 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.

Requirements & Tech Stack

• Call center associates supervision
• Coaching
• Motivation
• Accountability
• Performance metrics achievement
• Key Performance Indicator (‘KPIs’)
• Customer service
• Escalated customer calls handling
• Team Meetings
• Manager development training
• Concentrix values

Qualifications

• Associate's degree in a related field.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Ability to work well under pressure and follow through on items to completion.
• Strong communication skills, both written and verbal.
• Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverable.
• Ability to mentor, coach, and provide direction to a team of employees.
• Willingness to work a flexible schedule.