Summary
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.
Description
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
Career Path Policies:
The game-changers must have the approval of his or her immediate supervisor to apply for the call.
•Required tenure: 6 months.
•Required performance: KPIs or goals on target for the business unit to which they belong in the last 3-month period (not average).
•Must not have active disciplinary actions.
•The game-changer may participate in only one process at a time.
•Comply with the learning paths of the Corporate University.
•Must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call.
•If it is necessary to launch the same call for applications several times, the not selected game-changer will not be able to apply for the same position in the following 2 months.
•The process is performed and/or outside working hours, which means that the game-changer should be available in his free time in case we require it.
•Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.
