Team Leader

About the role

Job Title: Team Leader 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. Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations. Role and Key Responsibilities: • Responsible for the day-to-day supervision of a group of call centre 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

Skills

Role details

Employment type

Full-time

Openings

1

About Concentrix

Multinational business services company headquartered in Fremont, California

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