Team Leader

Responsibilities

• Supervise a group of call center agents on a daily basis, monitoring work quality and attendance in accordance with organizational policies.
• Conduct regular coaching sessions with direct reports to ensure performance metrics are met at least weekly.
• Identify performance issues, develop improvement action plans, and implement corrective measures.
• Ensure customer service meets contractual Key Performance Indicators (KPIs) and financial expectations.
• Act as a Subject Matter Expert (SME) to handle escalated, critical-level customer calls.
• Lead team meetings to communicate relevant information and provide a forum for team suggestions.
• Promote company values through professional behavior and act as an advocate for team members.

Requirements

• Proven experience in the daily supervision of call center agents.
• Strong background in performance coaching and employee development.
• Demonstrated ability to monitor KPIs and implement effective action plans.
• Experience in handling escalated customer calls and conflict resolution.
• Ability to maintain up-to-date knowledge of internal processes, policies, and procedures.

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.