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 regularly to ensure performance metrics are achieved.
• Identify performance-related issues, develop action plans for improvement, implement corrective actions, up to and including termination of employment.
• Ensure service delivered to customers meets contractual Key Performance Indicators (‘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 behavior and attitude, acting as an advocate for team members.
• Manage the employment status of call center associates, participating in transfers, promotions, or regularization.
• Exercise independent judgment and discretion in implementing management policies.
• Exercise authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.).
• Identify and address misconduct, policy, and process violations of call center associates.
• Ensure implementation of management policies.
• Support and manage programs with other Team Leaders and Managers.
• Provide input into selecting, training, developing, and completing performance appraisals of work groups in accordance with the organization’s policies and applicable legal requirements.
• Manage team members on their performance regularly and write and deliver performance appraisals.

Requirements & Tech Stack

• Strong communication skills, both written and verbal.
• Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Ability to mentor, coach, and provide direction to a team of employees.
• Willingness to work a flexible schedule.
• Experience in handling escalated issues.

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.