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, and ensuring service meets contractual Key Performance Indicators (KPIs) and financial expectations.
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
conduct team meetings
fluent in Azerbaijani and English B2
Nice-to-have
develop and coach team members
work well under pressure
mentor and provide direction
advocate for team members
Key Requirements
Associate's degree in related field with two to four years of relevant experience preferred
Ability to lead team in multi-tasking, prioritization, and meeting timelines
Willingness to work a flexible schedule 40h weekly