Team Leader, Operations

Description

Summary: Supervise call center associates, ensuring performance metrics are met and contractual KPIs are achieved, while coaching and developing team members. Highlights: 1. Day-to-day supervision and coaching of call center associates 2. Ensuring service meets contractual KPIs and financial expectations 3. Opportunity to develop and mentor team members **Essential Functions/Core Responsibilities** --------------------------------------------- * Responsible for the day\-to\-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements * Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly * Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment * 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 the Concentrix values through both behavior and attitude, including being an advocate for team members **Candidate Profile** --------------------- * 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 in multi\-tasking, prioritization, and meeting timelines on deliverable * Ability to mentor, coach and provide direction to a team of employees * Willingness to work a flexible schedule