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 requires identifying performance issues, developing action plans, implementing corrective actions, and ensuring service meets contractual Key Performance Indicators (KPIs) and financial expectations.
The Team Leader will conduct team meetings, stay current on internal processes, 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 calls
team meetings
Nice-to-have
develop and coach team members
work well under pressure
flexible schedule
advocate for team members
Key Requirements
Associate's degree with two to four years experience