Job Description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

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

Why You Should Choose a Concentrix Career: 

Our Culture

• You join a team:
  • fanatical about our clients and staff
  • with high integrity with exemplary character
  • tenacious in our pursuit of excellence
  • who values knowledge, openness, and transparency
  • with contrarian views on how to run a business
  • who are bold in our decisions and disruptive in the marketplace
  • that invests in the future
  • where all contribute and are one Concentrix.

How We Operate – Three principles guide the way we operate as a business

• Visibility throughout the organization allows us to quickly see and address problems and opportunities
• Velocity let’s us quickly adapt to and anticipate changes in the marketplace and in our clients’ businesses
• Value to our staff, clients, and shareholders is considered and upheld in all we do.