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Team Leader, Operations CRM

Req #: CNX00051483
Location: Auburn Hills, MI US
Job Category: CRM
STAR – Team Lead
Concentrix is seeking an experienced Call Center professional to supervise our Helpdesk at our client site in Auburn Hills.  The business supports our Automotive Technical Consultants in resolving repair questions for Dealership Service Departments.  The Team Leader will perform all necessary supervisory functions to effectively and efficiently manage and develop team members to support individual and team achievements.  The Team Lead is also responsible for ensuring internal Company and Client metrics are met, drive process improvements in how we conduct our business and liaise with the client on operational responsibilities as needed.
  • Determine and communicate areas of accountability and performance expected of team members.
  • Ensure employees are regularly meeting their KPI’s and provide feedback on performance consistently.
  • Supervise employees providing recognition, coaching and performance management when appropriate.
  • Foster a cooperative and positive work environment.
  • Foster a strong working relationship with all other departments to maximize productivity, efficiency, effectiveness, and morale.
  • Manage and resolve major issues or matters of significance and take prompt corrective action, suggest alternative courses of action or escalate to appropriate team/manager when necessary.
  • Able to make difficult decisions with minimal information and focus team to constantly seek opportunities for improving integrity/compliance, safety, quality and output/productivity and new products/services.
  • Identify and pursue opportunities to enable up-sell, cross-sell, and packaging revenue streams.
  • Develop resource strategies, budgets, tools, etc.


Education / Knowledge:
  • High School diploma required, college degree preferred
Experience / Skill:
  • Prior supervisory experience in a call center environment required.
  • Experience in an automotive environment is strongly preferred.
  • Strong Computer skills in Microsoft Office including Word, Excel, PowerPoint & Outlook.
    Department / Program:                        FCA
    Location:                                              Auburn Hills
    Operating Hours:                                 Monday - Friday 8am – 8pm      Saturday 8am – 6pm
    Minimum Hours per Week:                   40 Hours
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