Sr. Team Leader, Operations

Responsibilities

• Supervise a group of call center associates and serve as a mentor and coach to Team Leaders
• Ensure performance metrics, contractual KPIs, and financial expectations are met
• Identify performance issues and develop action plans for improvement, including corrective actions
• Manage team metrics and retention goals, working with site leadership to reduce attrition
• Provide subject matter expertise for handling escalated customer calls
• Communicate expectations clearly and provide timely updates on process changes
• Monitor work and attendance in accordance with company policy and legal requirements
• Complete shift-wide projects aimed at increasing productivity and quality

Requirements

• Associate's degree in a related field
• 4-6 years of professional experience
• At least 1 year of progressive management experience
• Strong written and verbal communication skills
• Demonstrated ability to mentor, coach, and provide direction to a team
• Ability to multitask, prioritize, and meet timelines under pressure
• Willingness to work a flexible schedule

About the Company

Concentrix is a global technology and services leader that powers the brands of the future. We help over 2,000 of the world's best brands solve their toughest business challenges by designing, building, and running fully integrated, end-to-end solutions across the entire enterprise.