The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates, ensuring performance metrics are achieved through coaching, motivation, and accountability
Job Summary
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates, ensuring performance metrics are achieved through coaching, motivation, and accountability.
This role involves identifying performance issues, developing action plans, implementing corrective actions, and ensuring service delivered to customers meets contractual Key Performance Indicators.
The position requires conducting team meetings, staying current on internal processes, and promoting Concentrix values through behavior and attitude.
Matching Summary
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates, ensuring performance metrics are achieved through coaching, motivation, and accountability.
Skills & Requirements
Must-have
day-to-day supervision of call center associates
performance metrics achievement
coaching and motivation
handling escalated customer calls
communication of expectations
Nice-to-have
advocate for team members
work well under pressure
flexible schedule willingness
promote Concentrix values
Key Requirements
Associate's degree with 2-4 years experience
Ability to lead team in multi-tasking
Ability to mentor, coach, and provide direction
Manage employment status of call center associates