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 Team Leader will also conduct team meetings, stay current on work processes and policies, and promote 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
performance metrics achievement
coaching and motivation
handling escalated customer calls
conduct team meetings
Nice-to-have
develop and coach team members
work well under pressure
mentor and provide direction
advocate for team members
flexible schedule
Key Requirements
Associate's degree in related field
Two to four years of relevant experience
Ability to lead team in multi-tasking
Manage employment status of call center associates