Job Description<\/p>\n
\tThe Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates.
\n\tThis position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.<\/p>\n
Essential Functions\/Core Responsibilities<\/p>\n
\tResponsible 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
\n\tEffectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
\n\tIdentify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
\n\tEnsure service delivered to our customers meets contractual Key Performance Indicator (\u2018KPIs\u2019) and financial expectations
\n\tCommunicate expectations to employees and provide timely updates
\n\tProvide subject matter expertise in handling escalated customer calls as needed
\n\tConduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
\n\tStay current on internal work processes, policies and procedures. Attend required manager development training
\n\tPromote the Concentrix values through both behavior and attitude, including being an advocate for team members<\/p>\n
Candidate Profile<\/p>\n
\tHighly motivated individual with skills to develop and coach team members to achieve performance expectations
\n\tWork well under pressure and follow through on items to completion
\n\tStrong communication skills, both written and verbal
\n\tAbility to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
\n\tAbility to mentor, coach and provide direction to a team of employees
\n\tWillingness to work a flexible schedule<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
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