Team Leader, Operations Bpo

Concentrix

Lima, Peru
Supervise call center associates
Achieve performance metrics
Handle escalated customer calls
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 subject matter expertise in handling escalated customer calls, conducting team meetings, and staying current on internal work processes and policies.

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

  • Supervise call center associates
  • Achieve performance metrics
  • Handle escalated customer calls
  • Conduct team meetings
  • Monitor work and attendance

Nice-to-have

  • Develop and coach team members
  • Work well under pressure
  • Promote company values
  • Flexible schedule willingness

Key Requirements

  • Associate's degree in related field
  • Two to four years relevant experience
  • Ability to lead team in multi-tasking
  • Ability to mentor and coach team

Work Rights

Not specified

Tailored Resume

Cover Letter