Team Leader - Operations

Responsibilities

• Supervise a group of call center associates on a day-to-day basis, including monitoring work and attendance.
• Coach direct reports regularly to ensure performance metrics and KPIs are achieved.
• Identify performance issues, develop improvement action plans, and implement corrective actions.
• Ensure service delivery meets contractual expectations and financial goals.
• Provide subject matter expertise to handle escalated customer calls.
• Conduct team meetings to communicate relevant information and organize team activities.
• Promote company values through professional behavior and attitude.

Requirements

• Graduation or an Associate's degree in a related field.
• 2-4 years of relevant experience preferred.
• Strong written and verbal communication skills.
• Proven ability to mentor, coach, and provide direction to a team.
• Ability to work well under pressure and manage multitasking and prioritization.
• Willingness to work a flexible schedule.

About the Company

Concentrix is a global technology-enabled 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.