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 including work and attendance monitoring in accordance with organization policy and applicable legal requirements

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

• Identify performance related issues, develop an action plan for improvement and  implement corrective action

• 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

Key skills & knowledge:

• 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 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

Educational Qualification : Graduation

Location:

Language Requirements:

Time Type:

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