Team Leader, Operations

Job Title:

Job Description

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 centre associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

• Work and attendance monitoring in accordance with organization policy and applicable legal requirements

• Regularly impart effective coaching to direct reports, ensuring consistent high performance delivery

• Identify performance related issues, develop an action plan for improvement and  implement corrective action plans; 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 CNX values- “Walk the talk” and lead by example.

Key skills and knowledge:

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

• Should have experience in a chat process

• Good understanding of chat metrices such as AHT, staffing, production, occupancy, ASA, repeats

• Should have understanding of absenteeism, attrition

• 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 oral and written communication skills

• Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables

• Ability to mentor, coach and provide direction to team members

• Willingness to work in a flexible schedule

• Should have minimum one year of team handling experience as a Team Leader

Educational Qualification: Graduate

Disclaimer: -

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

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