Concentrix is seeking a Team Leader for their call center operations in Getcom, El Salvador. This role involves supervising call center associates, coaching them to achieve performance metrics, and ensuring customer service quality
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, and implementing corrective actions, up to and including termination.
The position requires managing team members' performance regularly, writing and delivering performance appraisals, and handling escalated customer calls.
Matching Summary
Match Score: 85
Concentrix is seeking a Team Leader for their call center operations in Getcom, El Salvador. This role involves supervising call center associates, coaching them to achieve performance metrics, and ensuring customer service quality.
Skills & Requirements
Must-have
day-to-day supervision of call center associates
coaching direct reports on performance
achieve contractual KPIs
handling escalated customer calls
conduct team meetings
manage employment status of associates
Nice-to-have
develop and coach team members
work well under pressure
flexible schedule willingness
Key Requirements
Associate's degree with 2-4 years experience preferred
Ability to lead team in multi-tasking
Ability to mentor, coach and provide direction
Manage employment status of call center associates